Troubleshooting: Password Reset Email Not Received

Problem

In some cases users request password reset but they don’t receive the email. Please follow solutions below to troubleshoot this issue.

Solutions

There could be multiple reasons for this problem. Possible solutions are listed below:

1. Firewall or Proxy Blocking the Email
   The epiCentre software uses a third-party service to send password reset emails. If your network's firewall or proxy is blocking this service, the email will not be delivered. Ask your IT service provider to allow requests to the following address: Server: mail.smtp2go.com Port: 2525

2. Spam Filters Blocking the Email
   Some spam filters may block the password reset email. Check your spam or junk mailbox to ensure the email is not being filtered out.

3. Invalid Email Address in epiCentre Account
   If your epiCentre account does not have a valid email address, the system will fail to send the password reset email. Verify and update your email address in the account settings if necessary.