Members aren’t receiving the first-login or password-reset email. What should I do?

This is not a bug. The email templates for first login and/or password reset are disabled in your portal.

How to fix

1. Go to Communications → Automation Lists.

2. Find and enable these templates:

   • New account created (sends the first-login link)

   • Forgot password (sends the reset link)

3. Save, then perform a quick test with a member (create access / use “Forgot password”).

Tip: Confirm the member’s email address and have them check Spam/Junk if the message isn’t in the Inbox.

Quick workarounds

• From the member profile, set a temporary password and share it with the member (if your policy allows).

• Ask the member to retry Forgot password after the templates are enabled.