TICKET HX-1078

Password reset email never arrives

Status: Resolved Category: Authentication Priority: P2 Customer: Tom Reilly (Bluefin Brewing) Agent: Sandra Liu
Tom Reilly Customer 2024-03-15 14:22 UTC

I've been trying to reset my password for the last hour. I click 'forgot password,' enter my email, get the success message, but no email ever arrives. Checked spam. Tried different browsers. Nothing.

Sandra Liu Helix Support 2024-03-15 14:38 UTC

Hi Tom — let me look into this. Can you confirm the email address you're using? I want to check our delivery logs against it.

Tom Reilly Customer 2024-03-15 14:41 UTC

tom@bluefinbrewing.com

Sandra Liu Helix Support 2024-03-15 14:55 UTC

Found the issue. Your email provider rejected the last 4 password reset emails with a 550 'sender rejected' error. This usually means an SPF/DKIM problem on your end has put helix.io on a tighter filter. The emails left our system but were bounced before delivery.

Two paths forward:

  1. Quick fix — I can manually trigger a password reset from our admin tool, which uses a different sending path that may slip through. Want me to try that?
  2. Real fix — your email administrator needs to check why mail from helix.io is being rejected. If you don't know who that is, I can email you a description of the bounce so you can forward it to your IT team.
Tom Reilly Customer 2024-03-15 14:58 UTC

Yes please try the manual trigger.

Sandra Liu Helix Support 2024-03-15 15:04 UTC

Done. Check your inbox in the next 2 minutes.

Tom Reilly Customer 2024-03-15 15:11 UTC

Got it, in. Thanks. Will share the bounce info with our IT team so this doesn't happen next time.

RESOLUTION

Customer's email provider was rejecting transactional email from helix.io with 550 sender rejected errors due to inbound filtering. Manual password reset via internal admin tool used a different sending path and was delivered successfully. Customer was advised to have their IT team investigate the bounce reason.