Password reset but no email received (not even in spam folder)

free_flyer

I've had to create a new account to post this message
I haven't posted since March 2019 and when I tried to login a few days ago I got the message...
You need to reset your password. This is most likely because an administrator recently changed your account information. Click here to reset your password.
So I entered my email on the reset password link, it recognises the email address and says...
A message has been sent to your email address with password reset instructions.
But I never receive and email and I've tried resetting my password at least 20 times over the last few days.
The email isn't in my spam folder, its no where to be seen
The email address is a @yahoo.co.uk address
Is there a reason I'm not receiving the reset password email ?
Can I get my old account back ?

joansgirl

Yes, you need to whitelist the email address MSE is using to send the activation email from, BT and Yahoo seem to block it.

So you need to find out how to whitelist this email address....Forum.NoReply@moneysavingexpert.com this is where the activation email will come from, unless it's changed recently, Google how to whitelist an email address in Yahoo mail and then ask again to change password.

free_flyer

joansgirl said:

Yes, you need to whitelist the email address MSE is using to send the activation email from, BT and Yahoo seem to block it.

So you need to find out how to whitelist this email address....Forum.NoReply@moneysavingexpert.com this is where the activation email will come from, unless it's changed recently, Google how to whitelist an email address in Yahoo mail and then ask again to change password.

thanks joansgirl,

I set the filter in yahoo email (apparently this is how you whitelist?) for Forum.NoReply@moneysavingexpert.com and tried resetting the password, but I still don't receive the email.

joansgirl

Stupid question I know but...you did save the changes?

How did you get the activation email for your new user name?

free_flyer

joansgirl said:

Stupid question I know but...you did save the changes?

How did you get the activation email for your new user name?

Yep changes are saved
I even went back in and tried @moneysavingexpert.com (i.e. removed the Forum.NoReply) but it made no difference
For the new username, I had to use my gmail account

joansgirl

Do you still have the activation email that was sent to your gmail email for the new username? If so check the email address it came from just in case they've changed it. If it's different whitelist it.

What about trying to divert any MSE emails from Yahoo to Gmail, don't know if that would work.

Other than that all I can suggest is you email the forum team and tell them what's happened, maybe they can help but don't hold your breath.

free_flyer

Just checked the activation email in gmail for the new username and its the same (Forum.NoReply@moneysavingexpert.com)
Ill try diverting emails from yahoo to gmail to see if that works, if not then I guess the account is lost ?
When resetting the password it must recognise my yahoo email, because if I use some made up email then it says the email is not recognised.

free_flyer

Forwarding didnt make any difference either

joansgirl

I'm stumped, don't know what else to suggest other than asking the forum team for help. Usually whitelisting works.

thingamaBob

Is the Yahoo address the one that you used when you originally registered with MSE?
The only way MSE could verify users when the new forum was created was via their registered email address on the old forum at that time. Any emails will be going to that original address.

free_flyer

thingamaBob said:

Is the Yahoo address the one that you used when you originally registered with MSE?
The only way MSE could verify users when the new forum was created was via their registered email address on the old forum at that time. Any emails will be going to that original address.

Yes it is, I registered many years ago
I also had another MSE account using a different yahoo email and not receiving a reset password email for that account either
So the issue is either with MSE or Yahoo