Let's dive into not receiving password reset emails. It can be frustrating when you try to reset your password but you don't receive a response. The good news is that there some reasons for this and ways to resolve it. Let's look at some of those reasons.
When you reset your password, you will receive the above message. If you are not sure how to reset your password, click this link that will walk you through the steps. So now you have requested a password reset email but nothing comes to your inbox. Why is this?
1. It's not the correct username
Resolution: This is a very common case for most patients. You can search your inbox for "FMH Secure Login Account Created (older accounts) or Success! Your username was created (newer accounts)". This subject line is for the email that will contain your username. If you do not have that email, contact your FollowMyHealth™ Support Team.
2. The password reset email is going to a different email address
Resolution: If you have more than one email address, it could be your password Verification email is going to another email address.
3. The username is tied with an email that is no longer active
Resolution: This is another common case for patients. Your account could have been created with an email that was active at the time. If you no longer have access to that email, but you have a verified mobile phone number attached to the account please complete FMH Username Recovery (Link). The account will need to be deleted so you can start fresh. There is no way to recover the username in this case. The good news is that if you have to start fresh, you will still have access to your records. The only thing you will lose is any personal messages between you and your provider.
4. It could have been sent to your spam/junk folder
Resolution: This one is also common among patients. Sometimes, the reset email can been seen as spam by the email server and they will place it in the spam/junk folder.
5. Your email server could be blocking the email because they are viewing it as spam/malicious
Resolution: This takes place even before the email has a chance to hit your spam/junk folder. Your email server can filter emails before they are actually sent to your email address. They do this for security reasons. If you would like a more technical explanation, click this link. The best way to resolve this will be to contact your email server and let them know that firstname.lastname@example.org is a legit email address and its safe for those emails to flow into your inbox.
6. There could be a typo in your email address
Resolution: When you registered your account, pre-2016, you had to enter your email address. Its possible that while entering that email, that there could have been a typo. If that is the case, but you have a verified mobile phone number attached to the account please complete FMH Username Recovery (Link). If there is no verified mobile number on the account, the account will need to be deleted so you can start fresh. There is no way to recover the username in this case. The good news is that if you have to start fresh, you will still have access to your records. The only thing you will lose is any personal messages between you and your provider. You can contact your FollowMyHealth support team or your practice to request a new invite.
7. There could be a delay in reset emails being sent
Resolution: This happens every now and then when there is a delay in those emails being sent. The only thing to do here is to wait for the reset email. The server that processes those requests is being monitored and should there be a delay, we will work to resolve that issue as soon as possible.
I checked everything and I'm not receiving the reset email, what do I do?
If you have went through the following reasons above and nothing has worked, be sure to give your FollowMyHealth support team or practice a call so that the issue can be further investigated.