BinGo | KCS Article

Audience: Internal CS

Visibility: Internal Only

Article Confidence: Validated

Product: BinGo App

Title: Password Reset Email Troubleshooting

---

Issue:

Customer states password reset email is not arriving to their inbox

Environment:

BinGo Login

Resolution:

Customer Troubleshooting

1. Ensure the following basic troubleshooting steps have been performed by the customer/work with customer to confirm:

   1. Check junk/spam folders for password reset email

   2. Search inbox for subject "Reset Your BinGo Password"

   3. Confirm email address on file in has no typos

   4. Confirm email address in Admin Tool and CRM match

   5. Ensure no-reply@bingo.io is added to safe senders list

      1. Customer may need to confirm with their IT/Security helpdesk - if they are not sure, proceed with additional steps and circle back to this step if needed

   6. Click Password Reset link again and wait 5 minutes - Mailchimp may batch messages under load

2. If email is still not received, proceed to internal resolution steps.

Internal Troubleshooting - Mailchimp

1. Log into Mailchimp

2. Open Activity tab

3. Search for the customer's email address

4. Review message status:

   1. Delivered: inform customer email successfully delivered, check junk/spam or consult their IT/Security team to retrieve

   2. Soft bounce: typically resolves in 5-10 minutes

   3. Hard bounce: indicates block or invalid address; if email is confirmed valid, right click and force resend - alert customer that they need to work with their IT/Security team to whitelist no-reply@bingo.io

   4. Rejected: alert customer that they need to work with their IT/Security team to whitelist no-reply@bingo.io

5. If no event appears on the activity log:

   1. Navigate to Admin Tool, confirm email was sent from BinGo application logs

   2. Manually trigger a reset email

   3. If manual attempt does not appear in application logs, create a Jira - link to parent Jira #1122

      
      

Cause:

Most common root causes are as follows:

• Typo in login email

• Email mismatch between Admin Tool and CRM

• Corporate filters (e.g., Mimecast) blocking transactional messages

• Customer, or their organization, previously listed no-reply@bingo.io as spam