Password Reset Emails not Received

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Last Updated: March 5, 2025

Overview

This article details an issue where a user is invited to an organization or creates a change password ticket, and the emails are not being received. Other email flows are working, but password reset emails are not received.

Applies To

  • Email
  • Password Reset

Cause

There could be several possible causes:

  1. There is an issue with the email provider configuration, such as a non-verified email address (SES and Sendgrid commonly have this error).
  2. The Management API password reset ticket endpoint is being used, expecting it to send an email. However, this endpoint only generates a link and does not send an email. See this article: Create a password change ticket
  3. The end-user is trying to reset a password for a non-database connection (Social, Enterprise, or Passwordless), which is not supported.
  4. The end-user inputs an email address that does not exist in the database (it can be caused by a typo). Although the “Check Your Email” message will be displayed regardless of the existence of the email or account, the password reset email will not be sent to an inexistent email address.
  5. The “change password email template” is disabled. This cannot be disabled through the Dashboard UI, but it can be disabled with the Management API. It is possible to retrieve the current settings with a GET to /api/v2/email-templates/reset_email to see if “enabled”: false and then PATCH it to change “enabled” to true.

Solution

To trigger a password reset email outside of using the “Forgot password” link in Universal login, make a POST to this endpoint:

The Management API reset password ticket endpoint will NOT send an email and is instead intended to allow for custom password reset flows by sharing the ticket URL with the customer outside of Auth0:

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