# Auth0 reset email not being sent to some users

**URL:** <https://community.auth0.com/t/auth0-reset-email-not-being-sent-to-some-users/100373>\
**Category:** Get Help\
**Tags:** other, user-password-management, user-management\
**Created:** [February 13, 2023, 3:24pm UTC](https://community.auth0.com/t/auth0-reset-email-not-being-sent-to-some-users/100373 "2023-02-13T15:24:25Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![mir](https://sea1.discourse-cdn.com/auth0/user_avatar/community.auth0.com/mir/32/42844_2.png) [@mir](https://community.auth0.com/u/mir)\
**Post date:** [February 13, 2023, 3:24pm UTC](https://community.auth0.com/t/auth0-reset-email-not-being-sent-to-some-users/100373/1 "2023-02-13T15:24:25Z")

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A couple of our users are not receiving reset password email from Auth0. We had to manually reset passwords from Admin console. But its really weird that it didn’t work for those users. We had asked them all the other questions to check spam folder and stuff. They confirmed they did not receive it.

How do we fix this? Its been a few days since this happened and we don’t have any logs visible in auth0 for those users.

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**Author:** ![rueben.tiow](https://sea1.discourse-cdn.com/auth0/user_avatar/community.auth0.com/rueben.tiow/32/11646_2.png) [@rueben.tiow](https://community.auth0.com/u/rueben.tiow)\
**Post date:** [February 13, 2023, 4:38pm UTC](https://community.auth0.com/t/auth0-reset-email-not-being-sent-to-some-users/100373/3 "2023-02-13T16:38:10Z")

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Hi @mir,

Thanks for reaching out to the Auth0 Community!

I understand some of your users had issues with receiving the change password email.

After looking at your tenant settings, I found that you are using the Auth0 built-in email provider to send emails. Generally, this is only used for testing purposes.

I recommend using a [custom SMTP email provider](https://auth0.com/docs/customize/email/smtp-email-providers) to solve this issue. Doing so will avoid any interruptions, delays, or issues with sending emails.

Please let me know if you have any questions.

Thanks,  
Rueben

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**Author:** ![mir](https://sea1.discourse-cdn.com/auth0/user_avatar/community.auth0.com/mir/32/42844_2.png) [@mir](https://community.auth0.com/u/mir)\
**Post date:** [February 14, 2023, 4:23pm UTC](https://community.auth0.com/t/auth0-reset-email-not-being-sent-to-some-users/100373/4 "2023-02-14T16:23:05Z")

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Thanks. I have updated it to use Amazon SES.

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**Author:** ![system](https://global.discourse-cdn.com/auth0/original/3X/b/5/b560f266932fcce5d57f09a6595bd50518cae3f3.jpeg) [@system](https://community.auth0.com/u/system)\
**Post date:** [February 28, 2023, 4:23pm UTC](https://community.auth0.com/t/auth0-reset-email-not-being-sent-to-some-users/100373/5 "2023-02-28T16:23:19Z")

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