ARBOR: Password Reset Emails not received

[MYK-IT]

28 minutes ago, sjatkn said:

My school has had similar problems with students, particularly, not receiving password reset emails. We noticed that most of the ones suffering this had two email addresses, a usually personal one (often the parents) and a school one. If we removed the personal one then password reset emails came through.

 

I raised this with Arbor and the support person tested with and found that if someone has two email addresses with the one marked as default in second then the password resets emails did not get sent. I've not been told (yet) if there is a fix for this or if we just have to go through and find/remove non-default email addresses that appear before the default address.

 

If I get told how to fix it and it's something we need to do then I will try to remember to come back and update this thread.

 

 

Our students don't have two email addresses listed, but still have occasions whereby their password reset email is not received etc. So we just re/set their Arbor password on their behalf. Not ideal, but we never got any further information Arbor as to why this is happening etc.

 

We have more problems with the Student App to be honest (which could be for a myriad of reasons!) with the common issue being they get logged out and cannot log back in again.