Why did I not receive my password reset token?

Leo Comia Updated by Leo Comia

If you requested a password reset and did not receive your reset token, several factors could be causing the issue. Below are potential reasons and steps you can take to resolve the problem.

  1. Check Your Email Inbox and Spam Folder

The password reset token is sent from prompt@app.prompt.org.au with the subject line "Password Reset". Ensure you:

  • Check your inbox carefully.
  • Look in your spam, junk, or promotions folders in case the email was filtered incorrectly.

  1. Ensure the Email Address is Correct

Make sure you entered the correct email address associated with your account when requesting the password reset. If you made a typo, the email would not be delivered to your inbox.

  1. Whitelist Our Email Address

To ensure future emails from prompt@app.prompt.org.au are delivered to your inbox, add the email address to your safe sender list or whitelist it. Here’s how you can do it:

For Gmail:

  1. Open Gmail and go to the Settings (gear icon).
  2. Select See all settings.
  3. Navigate to the Filters and Blocked Addresses tab.
  4. Click Create a new filter.
  5. In the From field, enter prompt@app.prompt.org.au.
  6. Click Create filter, then select Never send it to Spam and save.

For Outlook:

  1. Log in to your Outlook account.
  2. Go to Settings > View all Outlook settings.
  3. Navigate to Mail > Junk email.
  4. Under Safe senders and domains, add prompt@app.prompt.org.au.
  5. Save your changes.

For Other Email Providers:

Consult your provider’s help documentation on whitelisting or adding safe senders.

If you have tried the steps above and still have not received the password reset token, contact support@app.prompt.org.au for further assistance. Provide the email address used for the reset request and the approximate time you made the request.

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