Why a Customer May Not Receive a Reset Password Email
If your customer is not receiving the Reset Password email, and it is not in their spam or junk folder, the most likely reason is that there is no activated portal account tied to that email address.
What this means
Boatyard only sends password reset emails to email addresses that already have an active portal account. If the email is not attached to an activated portal login, the customer will not receive a reset email.
How to check
Ask the customer to confirm the exact email address they are trying to use. Then search that email address in the Boatyard dashboard.
Open the customer record and look at the top right corner of the customer screen:
If you see In Portal, that customer does have a portal account associated with that email.
If you do not see In Portal, that email does not currently have an activated portal account.
Common cause
This often happens when a customer has used more than one email address over time and forgets which one they originally used for the portal. A customer may believe they are using the correct email because it was saved in their browser or used previously for communication, but it may not be the email associated with their active portal account.
Recommended next step
Before troubleshooting further, confirm the customer is using the same email address that is tied to their active portal account in Boatyard.
It's quite common for people to use multiple email addresses and forget which one they used last year for their account.