Symptom
When attempting to claim a user seat and reset their password, the user is not receiving a password reset email, so they cannot change their password and log into their Outreach user seat.
Applies To
-
Users
-
Admins
- Login
Resolution
Does your organization use an SSO platform (such as Okta) to access outreach?
If not, open a ticket with our Support team for assistance.
If your organization does require login to Outreach via an SSO tool, password reset requests via the Outreach platform will not work and a reset email will not be sent. In this case, please instead contact your internal SSO administrators/IT team for assistance.
Cause
When an organization does not require SSO for Outreach login, the most common cause for missing password reset emails is that the recipient's mailbox has been suppressed from receiving automated messaging from Outreach. This is quite rare, but it can happen if the affected mailbox returns a bounce notification to a message sent by Outreach (usually, because the mail server is offline for temporary maintenance), at which point no further automated messaging will be sent to this user. Outreach Support needs to remove this mailbox from this suppression list and manually send a claim link to the user in question.
Another possible cause is that your seat is actually locked. Please have an admin from your organization confirm that you were an unlocked seat within your instance. For more information, please take a look at our Outreach Seat Management Process.