We continue to see a number of users having difficulties when attempting to either reset their password or create a new password.
This function requires the user to enter values into two specific fields:
- Username – this is their assigned Safetrac identifier; and
- Email – this is the email address that is attached to their Safetrac profile.
If, when entering these details, either of these values differ from what is held within the user’s Safetrac profile, then the Rest Password notification will not be triggered. An email will only be triggered when both the username and email records match.
If a user states “I’ve tried numerous times to generate a password, and I’ve don’t receive an email”, then one of two things is happening here:
- The details being entered by the user into the Forgotten Password field do not match their Safetrac profile; or
- An email has been sent, however might be getting blocked by either a spam filter or going to their junk email box.
So, how you check this?
- Go to the user’s Safetrac profile; click on their Email History.
- Has a Forgotten Password email been triggered?
- No – then the user’s details are not being entered into the Forgotten Password fields correctly. Check that the username and email address being entered match the user’s Safetrac profile
- Yes – then the email is being caught either in the user’s junk email box (get the user to check their junk email box), or by the organisation’s spam filters (check with your email administrator to confirm that emails from *.safetrac.com are whitelisted and are being passed through without issue)
If the issue persists after going through these checks, please contact your Safetrac Client Services Representative.