Did a user forget their password? Read on for the steps to sign back into a mailbox.
User Reset Password
Share these steps with a mailbox manager to request a password reset email. Copy the template below and paste it into a new email message. Customize the [placeholder text].
Visit your mailbox login page here: [add your renter's login page link].
Click Forgot password under the Sign In button.
Enter the email used to register the account.
Click Request Password Reset.
Check your inbox for a reset password email.
On the email, click the button Reset Your Password.
Follow the prompts to reset your password.
📌 Note: The user will need access to the email inbox associated with their account to reset or add a password.
Troubleshooting
Why didn't they get a password reset email?
Have them check their spam or junk folder. If emails aren’t getting delivered to a user's inbox, have them allow emails from PilotoMail.
Not Using Registered Email
They could also be using an email that is not tied to the account. Check with the user if they are using the registered email. Review these details in the mailbox profile:
Visit Mailboxes.
On the search bar, enter the mailbox's name.
Click the PMB number to open the mailbox's profile.
Not Accepted The Email Invitation
Make sure that they accepted the email invitation to their mailbox.
In the mailbox profile, check if their email is under the subheader Mailbox Managers or Pending Manager Invitations.
If pending, click the paper airplane icon next to the email to resend the invitation.
If they are mailbox managers, have them reset their password.