Summary
This article provides troubleshooting steps for users who are not receiving password reset emails in Xvantage, explaining common causes such as firewall, spam filtering, or email security restrictions. It also outlines resolution options, including contacting the IT team or a web administrator to reset passwords, unlock profiles, or verify account access.
Issue: User is not receiving the password reset email
Cause:
The password reset email is being blocked by the company firewall.
The email is being filtered into the spam or junk folder
Email security rules are preventing messages from donotreply@ingrammicro.co.uk from being delivered
Resolution 1: Contact your IT Team
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.
You can also try to 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.