Question:

Why Would a User Not Receive the Reset Password Email in Vault?

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 their User Name on the forgot your password page only. 
3. Check the 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's inbox.
5. Check if the user has created any rules in their inbox that divert Veeva emails into a specific folder.
6. The user should contact their internal IT department for assistance if these are checked and the email is not found.

Related Documentation:

Knowledge Base: How to Reset a Password in Vault?

Vault Help: Changing Your Profile, Password & Notifications