Who is this article for?

  Users who are trying to reset their password

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.

Overview

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

This takes you to a screen where you enter your email address.

After clicking 'Reset my password', you are directed to a screen that asks for a verification code and a new password.

This verification code is sent to you by email. If it hasn't arrived, there are several possible reasons.

Possible Causes and Solutions

1. The Email Has Been Caught by Your Junk Filter

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

2. Your Email Address Was Entered in the Wrong Case

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.

Action: 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 user administrator.

3. Your Account Has Expired

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

Action: Ask your user administrator to use the 'Send welcome email' function for your user account. A new welcome email will be sent to you, from which you can reset your password.

4. Older Ideagen Audit & Risk Users (Pre-Hub v5.2)

Users of Ideagen Audit & Risk whose accounts were created prior to Hub v5.2 (November 2025) and who have never logged in will require additional assistance that cannot be resolved through self-service.

Action: Raise a support ticket with the Support team.

Still Having Trouble?

If none of the above applies to your situation, contact your user administrator or raise a ticket with Support for further assistance.