Isonas Pure Access Cloud - Not Receiving Password Reset Email

Resolution:

NOTE:

In order to reset a login password in Pure Access, some requirements must be met first:

1) The email address in use must have previously had a valid, working login for Pure Access Cloud.

2) The email address must be listed as a current user on a Pure Access Cloud tenant.

If these conditions are not met, a password reset email will not be sent.

 

Not Receiving Password Reset Email:

If a confirmed valid email address was entered into the Password Reset screen, but an email was never received: 

Option 1:

The issue is most likely a local browser-cache error conflicting with the Password Reset tool.  

To work around this:

Open a Private, InPrivate, or Incognito Mode browser mode window (the name varies across different browsers). 

Go to isonaspureaccesscloud.com within that window.

Follow the password reset email process and the email should arrive.

Option 2:

If no reset email is received, the other possibility is that the email has been caught by an email filter.

The email will be coming from "[email protected]"

• Please check all Spam folders, if possible.
• Contact your email administrators/host to ensure:
  • Email is not caught in a spam or quarantine folder.
  • Email address is not being blocked by the email system. (The process to unblock the email is called "whitelisting")

If still having issues or if have other questions, please contact our Product Support team at 877-671-7011, opt 2 > 2 > 3.