Hi, I'm trying to reset my password but I'm not receiving the reset email. I've checked my spam folder and it's not there either. Can you help?

My email is jennifer.martinez@company.example and my username is jmartinez_dev.

Hi Jennifer,

Thanks for reaching out. I can see your account in our system. Let me check a few things:

1. Confirmed your email address on file matches: jennifer.martinez@company.example
2. Checked our email logs - the reset email was sent at 2:16 PM but appears to have bounced
3. The bounce reason indicates your email server rejected it due to SPF validation failure

This is typically a temporary issue with your company's email server. Can you try again in 30 minutes? If it still doesn't work, I can manually reset your password and send it via an alternate method.

Important security note: For your protection, I'll never ask for your current password, SSN, or credit card information via email or chat. We only verify identity through our standard security questions.

I tried again and still nothing. Is there another way? I really need to access my account ASAP for a client demo tomorrow.

No problem! I can help you reset it manually. For security purposes, I need to verify your identity first. Can you please answer the following:

• What is the billing email address on your account? (may be different from login email)
• What was the last 4 digits of the credit card used for your last payment?
• What is your account's primary domain name?

Once verified, I'll generate a temporary password and send it to an alternate email address you provide.

Note: Make sure to change the temporary password immediately after logging in. For best security, use a strong password with at least 12 characters including uppercase, lowercase, numbers, and symbols.

Here's the info:

• Billing email: accounting@company.example
• Last 4 of card: 4892
• Primary domain: company.example

You can send the temp password to my personal email: jmartinez.personal@gmail.example

Perfect, all verified! I've sent a temporary password to jmartinez.personal@gmail.example. The email subject is "Your Temporary Password - Expires in 24 hours".

Next steps:

1. Log in using your username (jmartinez_dev) and the temporary password from the email
2. You'll be immediately prompted to set a new password
3. Choose a strong, unique password you don't use anywhere else
4. Enable two-factor authentication (Settings → Security → 2FA) for added protection

If you don't see the email in 5 minutes, check your spam folder or let me know!

Tip: To avoid this issue in the future, you can add support@ourplatform.com to your email server's allowlist.

Got it and logged in successfully! Changed my password and enabled 2FA. Thanks so much for the quick help!

Excellent! Glad we could get you back in. I'm marking this ticket as resolved, but feel free to reopen if you have any other issues. Good luck with your demo tomorrow!