Question:

Why is a user not receiving a Reset Password email in PromoMats?

Answer:

Automatic emails containing a new password are sent from vault-emails@veeva.com

There are a number of steps to check in order to establish why a user is not receiving a password reset email:

1. Confirm the email address on the profile of the user.
2. Check if the user enters a username or email address on the reset password page.
   NOTE: The user should type a User Name on the forgot your password page only. 
3. Check Junk or Spam folder for the email.
4. The user should be sure that the automatic email address (vault-emails@veeva.com) is saved in the user inbox.
5. The user should contact their internal IT department for assistance if these are checked and the email is not found.

Related Documentation:

Vault Help Documentation: Changing Your Profile, Password & Notifications