Password Reset Issue

[Knotstone]

Client lost ability to log into their system owner account.
We happened to have our own system owner account, we could access for them.
Appeared the issue was the Email setting was using M365 and there was an authentication issue - no biggie, we rolled them back to the 3cx relay, ran a test and the test message came through.
We went into the user settings for our own account and triggered a password reset - which logged us out

The password reset email has never arrived and our old password no longer works, effectively locking us out now lol I know, can't make these stories up sometimes.

Any guidance on how to resolve this?

 

[SteveITS]

Check spam filter, mail server log, etc.

If the email bounces for some reason (e.g. typo) 3CX's SMTP service will not send to it again for 7 days.

For web client password reset it's recommended to use the "forgot password?" link on the login page, which doesn't reset phones etc.

 

[Knotstone]

Nothing in the spam filters - are oddly the test email from the email configuration come through without an issue - we have tried two separate accounts each sending to a different domain without success

Can't look at logs since both system owner accounts are effectively locked out at this time with pending password resets

 

[Harmony Networks]

Also have the same issue here