Why isn't the Customer Receiving the Password Reset Email?

If a customer is not receiving the password reset email, there are a few common causes to check.

1. The email address used to sign up is incorrect

A common cause is that the customer originally registered using an email address containing a typo.

Updating the email address in the Customer Details or Driver Details section in Ops does not update the customer's login credentials, as authentication is managed separately through Auth0.

Before contacting Support:

Confirm the correct email address with the customer.
Verify whether the customer is attempting to reset the password for the same email address they originally used to sign up.

If the original sign-up email contains a typo, please contact the Support Team. The email address will need to be corrected in the authentication platform before the customer can receive password reset emails.

2. The password reset email has been filtered

Ask the customer to:

Check their Spam or Junk folder.
Search their mailbox for no-reply@jrny.co.uk.
Check whether their organization's email security or spam filters have quarantined the email.

3. The customer is checking a different email account

Confirm that the customer is checking the same email account that was used to register for their account.

If multiple email addresses are used by the customer, the password reset email will only be sent to the email address associated with their login.

Still Not Receiving the Email?

If the customer has confirmed that:

The correct email address is being used.
Their Spam and Junk folders have been checked.
The email cannot be found by searching for no-reply@jrny.co.uk.

Please contact support@tomorrowsjourney.co.uk with the customer's details so the Support Team can investigate further.

Article by Roshel Jose

Please note:

The JRNY platform is constantly evolving and new features and functionalities are added all the time. We are constantly updating the Knowledge Base, but some instructions and/or images you see in these articles may vary slightly from what you can see in your own environment. Get in touch with support@tomorrowsjourney.co.uk when in doubt.
Some features and functionalities may require configurations or additional development to work in your environment. Please speak to us if you have any questions.