Who is this article for?

Users trying to reset their password, especially older Ideagen Audit and Risk Users with accounts created before Mazlan Home v5.2 (November 2025), who use an Email based login.

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

If Mazlan Home asks for your email to reset your password, remember it's case-sensitive.

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, your account has expired.

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

If the problem is still not resolved, ask your Administrator to restore your account to its initial state.

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

Users with Ideagen Audit and Risk accounts created before Mazlan Home 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.

2.5. MFA Authenticator App Users

Users using an authenticator app (TOTP) who need to set up a new one for MFA. Common reasons include:

1. Losing their mobile device
2. Changing authenticator apps
3. Being unable to sign in using the previously registered authenticator app

To resolve the issue, ask your Administrator to restore your account to its initial state.

2.6. Password reset code by SMS/email

If your sign-in screen says "We have sent a password reset code by SMS to [masked phone number]" or "We have sent a password reset code by email to [masked email address]" but you haven't received a code after several attempts with the correct username, your account may be expired. See 2.3 Expired account for how to fix this.