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".
Forgot Password
Select the Forgot Password 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.
Change Password
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.
Invitation Emails
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 bottom left of the application.
Invitation emails timeout after 72 hours. Reseller Adopt Subscription Admin must resend the invitation if the user doesn't accept the invitation within the 72 hour time window.
Troubleshooting
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:
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no-reply@pendo.io
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support@pendo.io
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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.
Ad blockers
Ad blockers are plug-in extensions that you can add to browsers to prevent advertisements, such as pop-up guides, from displaying on websites. Ad blockers can also disrupt the sign-in process for certain applications. To ensure a smooth sign-in experience, turn off ad blockers in your browser or add exceptions. When using a private or incognito window, most extensions are turned off by default.
Bad cache
Occasionally, your browser's cache can become corrupted, causing issues with navigating and loading different sites. Using an incognito or private window can assist in identifying if this is an issue. To resolve this, consider clearing your cache and try to log in again.
Emails quarantined by Microsoft Defender
If you're unable to receive password reset or account invitation emails from Pendo, this might be because Microsoft Defender sometimes flags emails containing links to Pendo as “High Confidence Phishing”. If you’re using Microsoft Outlook or Exchange as your email provider, your company's IT system might block these emails, preventing them from reaching your inbox.
To resolve this issue, your IT system administrator must release the emails from quarantine and add the email sender to the allowlist so that you can receive these emails. They can read about how to accomplish this through Microsoft’s documentation on how to Manage quarantined messages and files as an admin.
We also recommend that your IT system administrator reports the email as safe to help Microsoft identify and reduce false positives in their email detection system. They can learn how to do this through Microsoft’s How to handle Legitimate emails getting blocked (False Positive), using Microsoft Defender for Office 365.
Contact Support
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 or submit a Pendo Support Ticket.