Ensuring public safety for the 21st century

Not Receiving A Password Reset Email

ICOTS tells me I need to reset my password, but every time I submit my email address I never receive the email notification with the password reset link.

First, check with your state compact office and make sure your ICOTS account is setup correctly in ICOTS. You can find contact information here:
https://www.interstatecompact.org/icots-directory-search

99% of the time when this occurs, the password reset email was either moved to the junk mail folder in the user’s inbox or caught by a spam filter at the network/organization level.

I recommend making sure you have the addresses icots@globalnotifications.com and pm_bounces@pm-bounces.globalnotifications.com are set as a “Safe Sender” and that none of the emails are in your junk mail folder. I would also recommend you contact your IT department and make sure there are no emails caught in a spam filter from icots@globalnotifications.com or pm_bounces@pm-bounces.globalnotifications.com and make sure all emails from that address are white-listed.

In addition, the following IPs are the servers that send email for ICOTS:

  • 50.31.156.96/27 (50.31.156.96 - 127)
  • 104.245.209.192/26 (104.245.209.192 - 255)
  • 50.31.205.0/24 (50.31.205.1 - 255)

You may also want to review this tutorial:
http://support.interstatecompact.org/entries/467844-first-time-login-password-reset

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3 comments

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    Kimberly Pearson

    One of our end users is receiving the icots@globalnotifications.com, but not receive the email with link to reset password.  Is there another way to get it to work?

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    Xavier Donnelly

    Kimberly,

    It's still possible the emails are getting blocked by a spam filter at the department or agency level. I still recommend having their IT department check to make sure all emails from icots@globalnotifications.com are white-listed.

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    Ruby McClorey

    Hi Xavier, our user has tried safe list and their IT states they have also checked their spam filter and they state they are unable to get reset email.

     

     

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