Problem resetting password

Question

Hello!

One of my customers had access to the platform in order to create tickets however, seems her password does not let her in anymore and when she attempts to use the "Forgot password" option it says an email will be send to her but nothing comes through.

Could you help us know what is happening?

Best regards.

Judith Eguía · Answer

Angelica,

Thank you very much for your help! Karely just confirmed she was able to reset her password and access back to Jira.

Have a great day.

Best regards

Angélica Luz · Answer

Thank you for the details, Judith.

I was able to find a bounce related to Karely's email address.

554: 554 5.7.1 ...@... Recipient address rejected: NO-DOMAIN.

I removed this bounce and now the notifications should work.

Please, ask Karely to click on "Forgot your password?" again to check if the email will be delivered.

Judith Eguía · Answer

Hello Angelica,

The domain is @coppel.com. The error message Karely (the user) is receiving is: "Incorrect password"