Overview:
The user does not receive a password reset email when attempting to reset the user password in Vault.
Root Cause:
There are multiple root causes for this issue.
Solution:
The following are suggestions to resolve this issue for the affected user:
- On the local machine, check to determine if the email is in the SPAM folder
- Work with the company IT Department to ensure that the email is not delivered to the company email server SPAM folder by accident
- Work with the company local IT Department to add vault-emails@veeva.com to the company email white list
- If the company uses Microsoft Outlook, have local IT confirm if vault-emails@veeva.com needs to be added to the Safe Senders List at the user level.
If none of the suggested solutions resolve this issue, please open a ticket with Veeva Support.
Related Documentation:
Microsoft Help Documentation: Add recipients of my email to the Safe Senders List
Thank you