Who is this article for?

Users and Administrators who want to quickly find answers to common questions about signing in to Mazlan Home (formerly known as Ideagen Hub).

Administrator permissions are required for access to Admin Console.

This article aims to answer the most commonly asked questions around signing in to Mazlan Home.

Welcome emails

Why am I not receiving welcome emails sent to me?

Try following the below steps in order:

1. Have you checked your spam or junk folder?
   Welcome emails are sent from app@hub.ideagen.com. If you find the email there, add the sender to your safe senders list so future emails reach your inbox. 
2. Are other emails being received?
   Check with your IT administrator if emails from app@hub.ideagen.com are blocked or filtered.
3. Is the email address correct?
   Ensure the email address set up in User Management is accurate and uses the correct domain, e.g. @company.com vs @company.co.uk.
4. Is the user Active in Mazlan Home? 
   Only active users would receive welcome emails. If you are unsure, kindly request your administrator to check the user status in User Management. You might want to use the filter to see if there are any deactivated users. 
5. Is the user a Standard User?
   Welcome emails may be disabled for Standard Users. Check Admin Console > Communication Settings. Changing this won't send emails to existing users — see below for how to resend manually.

How do I get my welcome email resent?

If you have checked the steps above and still don't have your welcome email, it can be resent.

• If you are a user:

  1. Contact your IT administrator or site administrator.

  2. Request them to resend the welcome email to your account.

• If you are an administrator:

  1. Go to Admin Console > User Management.

  2. Find the affected user.

  3. Select the mail icon to resend the welcome email.

Enabling welcome emails in Communication Settings does not send emails to users who already exist, so existing users always need a manual resend.

Forgotten/Reset password

Why have I received a reset password code to an email or phone number I don't recognise?

There's no need to worry. If someone enters an incorrect username or email while trying to reset their password, they will still see a message saying that a passcode has been sent to a specific email or phone number.

This is an intentional security feature called Prevent User Existence Errors. It's a security designed to keep it unclear whether a username or email exists, helping to protect against malicious attacks.

What you will need to do is to confirm you have entered the exact username or email that you have been using to log in to Mazlan Home.

Follow the below steps to determine whether you should enter a username or email:

1. Check on the login screen to see if you have been specifically asked for an email.
   Mazlan Home treats email addresses as case sensitive. An administrator can check for the exact email for the affected user in Admin Console, User Management. For example, john.doe@abc.com is different from JohnDoe@abc.com.
2. Check on the login screen to see if you have been specifically asked for an username.
   Since Mazlan Home Release 6.0.0 (3 February 2026), usernames don't have to be email addresses. An administrator can check for the exact username for the affected user in Admin Console, User Management.
   For example, the username may be john instead of john.doe@abc.com. Usernames are not case sensitive.
3. If you have confirmed that you have entered the correct email or username, contact support for help. 
   It could be that the user creation process has failed at the background due to a technical error.

Why am I not receiving emails with the code to reset my password?

Try following the below steps in order:

1. Have you checked your spam or junk folder?
   Password reset emails are sent from app@hub.ideagen.com. If you find the email there, add the sender to your safe senders list.
2. Are you receiving other emails?
   Check with your IT administrator if emails from app@hub.ideagen.com are being blocked or filtered. 
3. Is your Mazlan Home email address correct?
   Double-check for typos, especially if your organisation uses different domains, eg @company.com vs @company.co.uk. 
4. Check on the login screen to see if you have been specifically asked for an Email.
   Mazlan Home treats email addresses as case sensitive. An administrator can check for the exact email for the affected user in Admin Console, User Management. For example, john.doe@abc.com is different from JohnDoe@abc.com. For users using an email login, use a consistent, lowercase format for all usernames and emails. If you don't need to keep user history, contact support to delete and recreate existing accounts using your standard format. 
5. Check on the login screen to see if you have been specifically asked for a Username.
   Since Mazlan Home release 6.0.0 (3 February 2026), usernames don't have to be email addresses. An administrator can check for the exact username for the affected user in Admin Console, User Management. For example, the username may be john instead of john.doe@abc.com. Usernames are not case sensitive.

Reset password passcode

Below are a few common challenges you might come across when entering the code to reset your password.

Why am I getting a regular expression error?

This error happens if there’s an extra space at the start or end of your passcode when you copy and paste it. 

Why am I getting an "Invalid verification code" error?

This error occurs when the passcode you entered doesn’t match the one we sent to your email.

Please enter only the digits from the email (for example, 658893), without any extra characters before or after. Make sure not to include any additional spaces or line breaks from the email. If needed, you can reset your password again to get a new code.

If the issue persists, you might want to try using a different browser or device or get in touch with us.

Administration

Below are a few common questions aimed at Administrators.

Can an administrator reset a user's password on their behalf?

Mazlan Home does not allow administrators to set or change passwords on behalf of users. This is an intentional design decision rooted in security best practices.

Allowing an administrator to set a known password on behalf of a user creates a credential exposure window whereby there is a period where more than one person knows the password, which undermines the integrity of the user's account.

It also breaks audit non-repudiation: if an administrator can access an account using a password they set, it becomes impossible to distinguish their actions from the user's in the audit log.

What should an administrator do if they suspect an account has been compromised?

If an account is suspected to be compromised, the recommended action is to deactivate the account immediately from the Mazlan Home admin console.

This prevents further access while the user is contacted through verified channels. Once the situation is resolved, the user can regain access through the standard self-service password reset flow.

Still unable to sign in?

If you have worked through the relevant steps above and still can't sign in, contact Ideagen support for further assistance.

To help us resolve the issue quickly, include the following when you open your ticket:

• The steps you have already tried, and what happened at each one.
• The exact username or email address you are using to sign in.
• Any error message you are seeing, including a screenshot if possible.
• Your availability, with your time zone, so we can arrange a time that works for you.

You can also request a Teams call if you would prefer to talk the issue through with the support team in detail.