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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 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.


Updated on: 26/06/2026

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