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# The password reset function does not send a reset email to me. What should I do?

Try the following solutions:

###### Check if your organization uses SSO (external login)
If your organization uses SSO, the password reset email is not sent from the Granite system.
* Change your password through your organization’s own authentication service if needed.
* Your internal IT support can assist with this.
###### Make sure your user account exists
* The system will not send a reset email if your account does not exist yet.
* If you’re not sure, ask your administrator to check your account or arrange the creation of a new one.
* For security reasons, Granite support does not create new user accounts—new accounts must be requested according to your organization’s internal processes.
###### Check your email address
* Ensure that the email address saved in your account is up to date.
* If it has changed, the reset email may be sent to your old address.
* Ask your administrator to update it or contact Granite support.
###### Check your spam/junk folders
* Look for the message in spam or other filtered folders.
* Add the sender to your trusted senders list and, if necessary, ask IT to allow the sender’s domain.
###### Wait and use the latest message
* There may be a delay in receiving the message (up to about 15 minutes).
* Multiple requests can invalidate earlier links—always use the most recent email.
###### Verify login details and URL
* Make sure you are using the correct **https://** **login address**.
* Enter your username or email exactly as it appears on your account.
###### If the link doesn’t work
* If you receive an error about the link expiring or it doesn’t open:
    * Request a new link.
    * Copy and paste the link directly into your browser’s address bar.
    * Refresh your browser, clear cache, or try private/incognito mode.

###### **Still not working? Contact your organization’s administrator or Granite support and include:**
* Your name
* Your username and email address
* The https:// login address you are trying to access
* When you requested the reset link
* Confirmation that you checked your spam folders
* Any error messages or screenshots
Support can investigate and help resolve the issue.