Forum Discussion

WMM's avatar
WMM
Contributing Cover User
9 months ago

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

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's avatar
    Hannah_V
    MYOB Staff
    9 months ago

    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

    • WMM's avatar
      WMM
      Contributing Cover User
      9 months ago

      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's avatar
        Hannah_V
        MYOB Staff
        9 months ago

        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.