Nothing arrived after "Forgot password?"

You typed your email address into Forgot password?, saw Check your email for reset instructions, and nothing arrived — not in the inbox, not in spam. Before you assume the address is wrong or the link expired, know the one thing that decides whether that screen is telling the truth: the confirmation message is worded identically whether an email was sent or not, on purpose, so there is no way to tell from the screen alone.

What happens behind that screen

When the address matches a real, password-based account, the server creates a single-use reset token valid for one hour and, if this deployment has outbound email configured, sends it straight away by SMTP — a real, direct email, not a webhook or a third-party integration you would need to set up yourself. That configuration — the mail server, port and sending address — is a deployment-level setting, not something an organisation administrator changes from inside Qorionix.

If outbound email is not configured on this deployment, the token is still created — the reset link would work if you had it — but no message is ever sent, and the screen shows exactly the same confirmation either way. That is the one situation where “nothing arrived” means the system is not lying to you, but it is also not lying about anything happening: the request was accepted and then quietly went nowhere.

What to check, in order

1. 1

   Check spam and any mail filtering first

   The most common cause by far. Search your mail system for the sending address configured for this deployment rather than scanning the inbox by eye.

2. 2

   Confirm you are using the account's actual sign-in address

   A shared inbox, an alias, or a typo one character off from the real account address produces the identical if the email exists confirmation, with nothing to send to.

3. 3

   Check whether your account signs in through single sign-on instead of a password

   If your organisation uses SSO, your account may not use this password at all — try your usual company sign-in page instead of the Qorionix password screen.

4. 4

   Ask an administrator to reset it for you directly

   Anyone holding the users:write permission can set a new password for another account without the email step at all, and it works whether or not outbound email is configured. This is the fastest path when you are stuck right now.

5. 5

   If nobody's reset emails ever arrive, ask whoever manages your Qorionix deployment to check outbound email configuration

   That is a one-time deployment setting, not something visible or changeable from inside the console — see Support access and what we can see for how to raise it.

If you did receive a link

The token is valid for exactly one hour from the moment it was issued, and it can be used once. After that, or after one use, the reset screen returns invalid or expired token and you need a fresh Forgot password? request — the same delivery caveats above apply to that new one too.

What to do next

1. If you administer the organisation and you have never seen a reset email arrive for anybody, raise outbound email configuration with whoever manages the deployment rather than treating each locked-out user as a separate ticket.
2. In the meantime, use the administrator-reset path — it is faster than waiting on email in every case.
3. If the person locked out has also lost their second factor, read Resetting somebody else's MFA.
4. Read Password policy and lockout for what happens after several failed sign-in attempts, a related but different lockout.