When a password reset request for Civica Scheduling is made or a Welcome email is requested for a new staff account, a confirmation email is sent to the email address which has been provided.
Unfortunately, on occasion these password reset emails are not received by the member of staff. The most common causes of this are:
- The staff member's email address may have been mistyped on their profile in Civica Scheduling.
- The email address which has been entered to request the password reset may have been typed incorrectly.
- The member of staff does not have an account within Civica Scheduling.
- The member of staff's profile has been archived within Civica Scheduling.
If the above do not resolve your issue, then it is possible that the issue lies with the email being incorrectly blocked or marked as junk by your email client. In the first instance, we would suggest checking your email's spam folder to ensure that the password reset email has not been filtered there.
If this is not the case, then the email may be being blocked entirely by your client. In order to prevent the email from being blocked or marked as spam, please ensure that the email address firstname.lastname@example.org is added to the Safe Senders list within your email client. Instructions for doing this in Outlook can be found via this Microsoft support article.