If you're unable to reset your Cloud Campaign password because you haven't received the password reset email, follow the troubleshooting steps below.
In most cases, the email is either being filtered by your email provider or the email address entered does not match the email associated with your Cloud Campaign account.
Most Common Causes
Most password reset email issues can be resolved by one of the following actions:
1. The Email Was Filtered
Password reset emails may be routed to your spam, junk, promotions, or other filtered folders depending on your email provider.
2. The Incorrect Email Address Was Entered
The password reset email can only be sent to the email address associated with your Cloud Campaign account.
3. Email Delivery Is Delayed
Some email providers may delay incoming messages for several minutes before delivering them.
4. The User Account Needs a New Invitation
In some cases, the user account may need to be removed and re-added in order to generate a new invitation email.
Step 1: Check Your Spam and Junk Folders
Search all email folders, including:
- Spam
- Junk
- Promotions
- Updates
- Other filtered folders
If available, search your inbox for:
- Cloud Campaign
- Password Reset
- Reset Password
Step 2: Verify Your Email Address
Confirm that the email address entered during the password reset process matches the email address associated with your Cloud Campaign account.
A password reset email cannot be delivered if the email address entered is incorrect.
Step 3: Allow Additional Time for Delivery
Email delivery can occasionally be delayed by your email provider.
Wait several minutes and then check your inbox and spam folders again before requesting another password reset email.
Step 4: Have an Administrator Re-Invite the User
If the password reset email is still not received, an agency administrator can remove and re-add the user from the workspace.
This will generate a new invitation email and often resolves account access issues.
Step 5: Send the Invite Link Manually
If the invitation email is not received, an administrator can copy the invitation link directly from the agency view and send it to the user manually through email, Slack, or another communication channel.
This allows the user to complete account setup without relying on the automated email delivery.
Still Having Issues?
If you've completed all troubleshooting steps above and still have not received the password reset email, please contact Support and provide:
- The email address associated with the account
- Confirmation that spam and junk folders were checked
- Confirmation that the password reset was requested using the correct email address
- Any error messages encountered during the process
This information will help our team investigate the issue more quickly.