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Cannot Reset Password

Jon Greenwald

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Jon Greenwald

I have a client that is not able to sign into their Nitro Account. Whenever they try to use the Reset Password option, they do not receive the reset password in their Inbox nor Junk Mail. Out of curiosity I asked them to try and create a new account using the same email address to see if it says anything. He received the notice that an account is currently in use with that email and it asked to reset the password. But they still did not receive a reset password link in their email. How does one reset the password if they do not receive an email link?

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Allain Umailin

Hello @Jon Greenwald,

Thank you for reaching out to us through our Community Forums!

To further check this reset password issue, could you please provide the affected email address? To send it via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

Lastly, was there a point in time where the user signed a document without creating a Nitro Sign personal account?

Thank you very much in advance and I am looking forward to hearing back from you. 

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