Issue: User is not receiving the password reset email
Cause:
The user profile does not exist in the Back Office.
The password reset email is blocked by the customer’s firewall or email security system.
The email was delivered to the Spam/Junk folder.
The user account is locked or disabled.
The user is not the correct contact to perform a password reset (admin access required).
Resolution 1: Verify User Profile in Back Office
Check whether the user’s profile exists in the Back Office using the email address they used to log the ticket, or Username, or IM account number provided.
Back Office Portal Link: http://uk.ingrammicro.int/_layouts/CommerceServer/IM/IngramAdmin.aspx
If Profile exists, provide this solution to customer:
If you are not getting a password reset email, please contact your own IT team and request to release the email that is sent from: donotreply@ingrammicro.co.uk as it might be blocked by your firewall system or ended up in the spam folder.
Resolution 2: Contact your web administrators to help reset password for you or unlock your profile.
Web admin users can do the following:
Create/delete profiles.
Amend profile details (Name/surname/email address etc.)
Manage permissions (RMA/Invoice List/Order rights/quotes/backorder reports)
Reset passwords.
Disable/Enable (Lock/Unlock) profiles.
Web admin guide can be found here.
If you are not sure who the administrator for your account is, please submit a ticket to the Unified Support team. They will be able to verify the correct admin contact for your organization and provide further guidance.
If Profile does not exist:
Ask the user for the username or email address they are trying to reset the password for.
Once they provide the correct details, proceed to give a correct solution.