I clicked "Forgot Password" but the reset email never arrived

Short Description You triggered a password reset from plan.hive9.com and the email isn't in your inbox. This article walks through the most common causes and what to do.

What this article answers

Where the reset email could be stuck.
How to confirm Hive9 actually sent it.
When to escalate to your admin or to Support.

What's happening

You clicked Forgot Password on the Hive9 login screen, entered your email, and saw a confirmation message — but no reset email arrived in your inbox. Without the email, you can't set a new password and you're locked out.

How to fix it

Step 1 — Check Junk, Spam, and Promotions

Password reset emails come from a no-reply@hive9.com sender address. Many corporate mail systems route automated mail away from the main inbox.

Check Junk / Spam folders.
Check Promotions or Updates tabs (Gmail).
Search your mail client for the term hive9 across all folders.

Wait up to 10 minutes — some mail systems delay automated mail.

Step 2 — Confirm the email you entered

The reset email goes to the exact email address stored on your user record. If your work email has changed, or if your record was created with an alias or a typo, the reset won't reach you.

Go to plan.hive9.com, click Forgot Password, and re-enter the email carefully.
If you're unsure which email is on your record, ask an admin in your organization to confirm via Settings → Users.

[SCREENSHOT NEEDED — Forgot Password screen on plan.hive9.com]

Step 3 — Ask IT or your admin to check the spam quarantine

Corporate firewalls and spam quarantines sometimes hold mail from automated senders. Ask your IT team to check the quarantine for messages from no-reply@hive9.com and release them.

If your organization uses Single Sign-On (SSO), you may not need a password at all — see SSO login fails for some users but not others for the SSO-specific recovery path.

Step 4 — Have an admin trigger the reset on your behalf

Your customer admin can re-send the Forgot Password email from your user profile. Ask them to:

Open Settings → Users.
Find your record.
Trigger the password reset action.

[SCREENSHOT NEEDED — Admin user profile with password reset action visible]

Step 5 — Contact Support

If you've worked through the steps above and still haven't received the email, contact Support with:

Your full name and email.
The time you triggered the reset (most recent attempt).
A note confirming Junk/Spam was checked and IT was contacted.

Support can confirm the email was sent from Hive9's side and help isolate where it's being lost.

Common questions

Can Support reset my password for me? On Sandbox instances, yes. On production instances, the standard process is for the user to self-serve via Forgot Password — this preserves the security trail and confirms the reset reached the intended inbox.

Why does my admin have to trigger the reset? They don't have to — Forgot Password from the login screen works for any user. Admin-triggered reset is an alternative if the user can't reach the login screen or if there's a delivery issue.

How long is the password reset link valid? The link expires after a limited time window (typically less than 24 hours). If your link has expired, trigger a new reset.