I never receive my password reset email...

Brian Riback

Hi!

No matter what I do. No matter how I try. Even when my admin sends me it…I NEVER receive my password reset email. I have no way of contacting anyone at Blackbaud. Can someone help me???

Will Hull

Hey there, @Brian Riback

First, I recommend whitelisting the Luminate Online IP addresses with your email server (here is the documentation on what the IP address CIDR range is at https://docs.blackbaud.com/email-resource-center/faqs/delivery#which-ip-addresses-does-blackbaud-use-to-send-email), as it could be that your email server sees the email with your domain as a part of the email address, but the message isn't originating from that server (it is originating from Luminate Online) and as such it could be blocking delivery becuase it suspects that it could be a nefarious email like a phishing email or spam. Once you whitelist the Luminate Online IP addresses, it should deliver. If it still doesn't deliver after your IT personnel whitelists the IP address CIDR range, I recommend filing a Blackbaud Support case at https://support.blackbaud.com to see if they can help get to the bottom of the issue.

I hope you find this information helpful.

Thanks,
Will