This article is intended to help you troubleshoot common situations related to a user receiving (or not receiving) password and invitation emails, and when to request support from Pendo.
Reseller Adopt password requirements
Passwords must be at least 12 characters long, can't be the same as your username, and must meet a minimum password strength of "Good".
Select the Forgot Password (1) link on the login page to set a new password. This prompts you to enter the email address you use to sign in with and to reset your password.
Forgot Password triggers a password recovery email only if the user's email address has been used to sign in before. If the user never created a password or has never accepted their original invite and signed in, a password recovery email doesn't trigger.
Forgot Password emails timeout after 24 hours. If the user doesn't change their password within the 24 hour time window, they must begin the process again.
If the user is a member of both Pendo Engage and Reseller Adopt, these passwords should be identical. The user can then login to Pendo Engage, and open a separate tab with Reseller Adopt to be automatically signed in there as well.
To change your password, navigate to the Settings tab in the left-side navigation bar and select the Profile tab.
Underneath Password, select Click to Change (1). Passwords can't be the same as your username, must be at least 12 characters long, and must meet a minimum requirement of "good" strength.
An invitation email is sent to the user that is invited to a Reseller Adopt account. Once that user has accepted their initial invitation, subsequent invites to Reseller Adopt accounts do still come in an email. Additional accounts appear for the user in their account switcher in the top-left of the application.
Invitation emails timeout after 72 hours. Reseller Adopt Admins must resend the invitation if the user doesn't accept the invitation within the 72 hour time window.
If a user hasn't received an email or is unable to sign in, check the following before contacting support.
Blocking Email Sender
If an email hasn't arrived or hasn't been found in spam and junk folders, the email sender might be blocked. The following must be allowed to receive emails:
no-reply@[your custom host name]*
*Only if you've created a custom domain for your rebranding of Reseller Adopt.
User Doesn't Exist
If a user was never created in the first place, they don't get an email when trying to recover a password. Additionally, if the user's email was input incorrectly for their first invitation, an email doesn't trigger.
Wrong "Forgot Password" Link
If a Reseller Adopt user is also a Pendo Engage user, the two platforms aren't connected. If a user forgets their password for Engage, resetting doesn't result in a password change for Reseller Adopt. If a user forgets their password for Reseller Adopt, resetting doesn't result in a password change for Engage.
If the above scenarios have been checked and there's still an issue with a user accessing Reseller Adopt or not receiving emails, contact your Partner Enablement Manager.