Password reset email not being received

[ILuvNips]

I've been an idiot and can't remember the password for my account on this site https://myaccount.harrow.gov.uk/publicaccessliveHA/selfservice/citizenportal/login.htm so have used the sites I've forgotten my password to send me an email on how to reset the password but to date I've never received an email, I've checked the Junk/Spam folders. I've done this a number of times over the last 2 weeks and to date no email at all.

Querying it with the site they claim that there is a known issue with NTLWorld blocking password reset emails and have advised that I get my account deleted and then create another using a temporary/another email which I particularly don't want to do.

Is there anything that I can do so that I can get the password reset email, I've checked options within my email account and can't see anything that I can change?

[用心棒]

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@ILuvNips wrote:

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Querying it with the site they claim that there is a known issue with NTLWorld blocking password reset emails and have advised that I get my account deleted and then create another using a temporary/another email which I particularly don't want to do.
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Given it is a know issue (to them) can they provide you with their SMTP log data showing what the issue is, i.e. was the message successfully delivered to Virgin Media or did it fail. Virgin Media can then correlate that data with their logs to investigate the issue.

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Is there anything that I can do so that I can get the password reset email, I've checked options within my email account and can't see anything that I can change?

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Sign into webmail and:

• check the Spam and Trash folders the missing emails
• confirm there are no unexpected rules listed under ⚙ > Emails > Filter Rules
• confirm ⚙ > Emails > SPAM Settings is not set to Reject All SPAM messages

Should Harrow council not provide the log data to help Virgin Media investigate  the issue or you cannot wait for that to occur then do consider using another email service to receive these emails.

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[ILuvNips]

Thanks for the reply. I’ve checked my settings and check both the Spam and Trash folders.

Harrow aren’t offering anything else beyond re-register using a temp email address.

I was hoping that maybe Virgin could check to see why password reset emails from them might be blocked. 

[用心棒]

It is a pity the council are not looking to find a solution.

The forum team maybe able to suggest an alternative path by which to investigate the issue when they reach your post.

[Carley_S]

Hi there. 

Welcome back to the community. 

Sorry to hear you're having issues receiving the password rest email from this site at this time. Do you have any issues with any other emails from this company's mailbox?

[ILuvNips]

Hi Carley,

Not that I’m aware of, I use the site mainly to log fly tipping and I certainly get an email from the site after logging a ticket.

Regards

[Kain_W]

Thanks for the response, 

To clarify has this issue appeared in the past? 

Let us know,

[ILuvNips]

Kain,

No idea to be honest as this is the first time I’ve tried to reset my password.

Regards

[Steven_L]

Thanks for coming back to us @ILuvNips.

I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Regards,
Steven_L