I can’t get in to my account!

3 replies
149 views

I can’t get in to my account , the account still exists, but password reset emails are not being received.
I need assistance recovering access :( Please HELP)

The account is used for my work and under my work email!

Account, plan and billing

This topic has been closed for replies.

Celine_Solution

Community Support

You’re welcome! I can see on our end that the support agent has replied to you, and it looks like the emails were sent successfully. It’s possible that your IT team or email administrator has a filter in place that’s blocking messages from our domain.

Please check your inbox when you have a moment and reply there directly if you need further assistance. I’ll go ahead and close the thread here, thank you!

Celine_

Community Support

Hey @Bronya McInnis , thanks for reaching out in the Forum! Happy to help.

This can sometimes happen if your IT team has a filter in place that’s blocking emails from our domain. You may want to check with them to have our domain safelisted or any related filters removed so password reset emails can come through successfully.

In other cases, not receiving password reset emails can also mean the account is associated with a different email address. For security reasons, though, we’re not able to investigate account access issues directly here in the Forum due to security reasons.

To help move this forward, I’ve gone ahead and created a support ticket on your behalf so the team can look into this securely (please check directly your inbox: bmxxx55@gxxxl.xxm). Please add any additional context in your case, they’ll follow up with you directly by email to help you recover access. (For reference, your case number is #1690147) Thanks for your patience while they take a closer look!

Bronya McInnisAuthor

New Member

Got in yay, thank you

Celine_Solution

Community Support

You’re welcome! I can see on our end that the support agent has replied to you, and it looks like the emails were sent successfully. It’s possible that your IT team or email administrator has a filter in place that’s blocking messages from our domain.

Please check your inbox when you have a moment and reply there directly if you need further assistance. I’ll go ahead and close the thread here, thank you!

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