Why is my client not receiving the ‘Portal Password Reset’ Email?
If a client has forgotten their Portal password, they can reset it by clicking the ‘Forgot your Password’ link at the Portal Log in screen.
However, the customer may respond that they did not receive the email for the Password Reset. Here are the common causes of why they may not be receiving the recovery email.
Incorrect Username
The client may have entered the incorrect User Name in the Password Request screen. By default, their portal username will be their Matter number. However, you may want to check they are entering the correct portal User Name when prompted.
This can be confirmed by going to the Progress Tab of the Matter, then clicking the Portal button to see the Portal Username.
