Troubleshooting Missing Password Reset or Invitation Emails

Overview

If a user doesn’t receive a password reset or invitation email from Auvik, the message may have been filtered, quarantined, blocked by mail security rules, or sent to an incorrect email address.

Use this article to troubleshoot missing emails for:

• Password reset requests
• New user invitations
• Resent invitations

Before You Begin

Confirm the following information before troubleshooting:

• The recipient’s email address
• The type of email that was expected, such as a password reset or invitation
• The approximate date and time the email was sent
• Whether the user has checked their mailbox and spam folders
• Whether the organization uses an email security gateway, quarantine portal, or transport rules

Check the Recipient Mailbox

Ask the user to complete these checks first.

Check spam, junk, and quarantine folders

Have the user check:

• Spam
• Junk
• Clutter or Other folders
• Deleted items
• Corporate quarantine portal
• Email security digest messages

The user should also search their mailbox for:

Auvik

If the organization uses a separate email security portal, search that portal for held, quarantined, or blocked messages from Auvik.

Confirm the email address

Confirm that the email address entered on the invitation or password reset page is correct.

For password reset emails, the address must match the user’s Auvik account email address.

For invitation emails, confirm that the administrator entered the correct recipient address when creating the invitation.

Admin Checks for Invitation Emails

If the user did not receive an invitation email, an Auvik administrator should verify the invitation status.

Verify the pending invitation

1. Navigate to Manage Users.
2. Locate the pending invitation.
3. Confirm the email address is correct.
4. Confirm the user has the correct site access and role.
5. Resend the invitation.

If the email address is incorrect, delete the pending invitation and create a new invitation with the correct address.

Delete and resend the invitation

If resending does not work, ask a super admin to delete the pending invitation and send a new invitation.

This can help when an invitation is stale, was sent to the wrong address, or needs to be recreated with updated access details.

Email Administrator Checks

If the message is not in the user’s mailbox or quarantine folder, ask the organization’s email administrator or security team to review mail flow.

Allowlist Auvik emails

Allowlist Auvik sending domains and addresses according to your organization’s email security process.

At minimum, verify that system emails from Auvik are not blocked by:

• Spam filtering policies
• Safe sender or blocked sender lists
• Transport rules
• Mail flow rules
• Impersonation protection
• External sender filtering
• Security gateway policies

For general filtering, allowlist Auvik system emails from:

@auvik.com

Review message trace and gateway logs

Check email security logs and message trace results around the time the email was sent.

Search for:

• Messages from Auvik
• Messages sent to the affected recipient
• Password reset or invitation messages
• Quarantined messages
• Rejected messages
• Deferred messages
• Messages rewritten by security tools

Check authentication and policy handling

Confirm that mail security controls are not rejecting, modifying, or quarantining messages from Auvik.

Review:

• SPF handling
• DKIM handling
• DMARC handling
• Anti-spoofing policies
• URL rewriting
• Attachment or link scanning
• External sender warnings
• Bulk mail filtering

Check suppression or bounce handling in your mail system

Verify that the recipient is not blocked, suppressed, or bouncing in your own mail environment.

Check for:

• Disabled mailboxes
• Full mailboxes
• Invalid aliases
• Distribution list restrictions
• External sender restrictions
• Recipient-level blocked sender rules
• Mailbox forwarding or redirection rules

If the User Still Doesn’t Receive the Email

If the user and email team have completed the checks above and the message still does not arrive, contact Auvik Support.

Include the following details:

• Recipient email address
• Approximate send time
• Type of email, such as password reset or invitation
• Whether the message was resent
• Whether the message appeared in spam, junk, or quarantine
• Any message trace or gateway log results
• Whether other users are affected

Auvik Support can review delivery status from Auvik’s side.

Multiple Pending Invitations Are Affected

If multiple pending invitations are not being received, a super admin can contact Auvik Support and request a review of the affected invitations.

Include:

• Affected email addresses
• Approximate invitation send times
• Tenant or site name
• Whether the invitations should be resent, remediated, or cleared in bulk

Related Articles

• Recovering a forgotten password
• How do I manage invitations for new users?
• How to whitelist emails from Auvik
• How do I create my user account in Auvik?

Summary

Missing Auvik password reset and invitation emails are usually caused by mailbox filtering, quarantine, incorrect email addresses, or organization-level mail security controls. Start with the user’s mailbox and quarantine folders, then check invitation status, allowlisting, message trace results, and mail security policies. If the email still does not arrive, contact Auvik Support with the recipient address, approximate send time, and email type.