Who is this article for?

Users trying to reset their password.

Administrator access may be required.

This article explains why you may not receive the verification code email sent during a password reset, and describes the steps to resolve each scenario.

1. Issue

When resetting your password, you begin by clicking the Forgot your password? link on the login screen.

You are then directed to a screen that asks for a verification code and a new password. The verification code doesn't arrive in your email inbox.

2. Solution

There are several reasons why the email may not be arriving in your inbox.

2.1. SPAM/Junk filter

Check your SPAM or Junk folder. The verification email may have been automatically filtered before reaching your inbox.

To resolve the issue, whitelist the ideagen.com domain.

2.2. Typos, and case-sensitive email

In this context, your email address is case-sensitive.

You must enter your email address using exactly the same capitalisation as is stored against your user account. If the case does not match, the verification email will not be sent.

To resolve the issue, re-enter your email address, taking care to match the exact capitalisation used when your account was created.  You might need to check the correct capitalisation with your Administrator.

2.3. Expired account

If your user account was created more than 7 days ago and you have never logged in, the account will have expired.

To resolve the issue, ask your Administrator to send you another welcome email.

2.4. Older Ideagen Audit and Risk Users (pre-Hub v5.2)

Users with Ideagen Audit and Risk accounts created before Hub v5.2 (November 2025) who have never logged in will need extra support, as self-service options are unavailable.

To resolve the issue, open a ticket with us.