Re-activated user has reset password but is not being sent a re-activation code

Question

I have re-activated a user and she was sent an email to reset her password which she has done but then is not being sent any Two-factor Verification Code emails and so can't access our files.

Please advise how to fix this.

Hannah_V · Answer

Hi, @WMM. Thanks for your response. Can you send her email through a private message as well as her First and Last Name? We would like to further check this concern. Thanks.

WMM · Answer

Hi @Hannah_V,

Yes we have checked that. There is no email from MYOB in her Spam/Junk folder. I have access to our Spam filter at a server level and have checked that no email has been sent to her at all for a re-activation code. She only has had an email from MYOB for a Password reset.

Regards,

Wendy

Hannah_V · Answer

Hi, @WMM. Thanks for reaching out.

We understand that the user is not able to receive any Two-factor Verification Code in her email. Did she tried to check her spam or junk messages?
Kindly let us know and we are happy to assist you!

Best regards,

Hannah