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I didn't get my password reset email

Give it a few minutes first — email delivery isn't instant, especially for corporate mail servers that scan everything on the way in. If it's been more than 10 minutes, work through the sections below in order. Most missing-email problems turn out to be one of the first three.

1. Check spam and junk

Password reset emails can land in spam, especially the first time your organization receives one from BluAuth. The domains to look for are @auth.blutools.io or whatever subdomain your company uses.

Search your inbox and spam folder for:

  • bluauth
  • reset your password
  • The name of the app you were trying to sign into

If you find it in spam, mark it as "not spam" so future messages skip the filter.

2. Check Gmail's other tabs

Gmail automatically sorts mail into Primary, Promotions, Updates, and sometimes Social. Automated transactional email — including password resets — often gets routed into Updates or Promotions on first contact.

  • Click each tab at the top of your Gmail inbox and search for "bluauth."
  • Once you find it, drag the message to the Primary tab so Gmail learns where it belongs.

Outlook has a similar feature called Focused and Other. Check the Other tab if you're in Outlook.

3. Check that you typed the right email

Go back to the sign-in page and click Forgot your password? again, being careful with the spelling. A typo silently drops the email — BluAuth intentionally doesn't tell you whether an email matched, because that would let attackers probe for valid accounts. See the password reset guide for the full flow.

4. Check that you have a BluAuth password at all

If you always sign in through an enterprise button (Google, Microsoft, Okta, etc.), you don't have a BluAuth password — there's nothing to reset, and no email will ever be sent. Use the enterprise button to sign in; your password is managed by that provider.

5. Check for corporate email filters

Corporate mail servers often quarantine automated email from external senders, especially when the domain is new to the organization. This is where most enterprise "where's my email" problems end up.

Ask your IT help desk to:

  • Check their mail gateway for quarantined messages from @auth.blutools.io (or your tenant's BluAuth domain).
  • Add BluAuth's sending domain to the allow list so future emails aren't delayed or dropped.
  • Tell you whether the message reached their servers at all — that narrows the problem down significantly.

If IT confirms the email never reached them, the problem is on BluAuth's side and your admin should be involved.

6. Check for aliases and forwards

If the email address you used isn't the inbox you actually read — for example, you used jane@corp.com but that's an alias that forwards to jane.doe@corp.com — the forward itself can fail in a few ways:

  • DMARC failures — when a forwarder rewrites message headers, the receiving server sometimes rejects the message as a spoof. You'll never know it happened; the email just disappears.
  • Broken forwards — some forwards silently stop working after the original address is reassigned.
  • Alias drops everything automated — some IT teams configure aliases to strip out automated senders.

If you use an alias, try requesting the reset on your direct (non-alias) address instead.

7. Wait a bit longer for SES

BluAuth sends mail through Amazon SES. Delivery is usually instant, but under heavy load (or if SES has flagged your recipient domain for review) it can take a few minutes. In rare cases, first-time delivery to a new domain is delayed while SES and the receiving server negotiate trust.

  • If it's been less than 10 minutes, wait it out.
  • If it's been more than 30 minutes, move on to step 8.

8. Request another reset

Duplicate requests don't hurt — BluAuth invalidates older links the moment you request a new one, so only the most recent email will work. Request another reset. If you still don't get anything, don't keep requesting — go to step 9.

9. Contact your admin

If the email still isn't arriving, ask your administrator. They can:

  • Confirm your account exists and that they're looking at the right email address.
  • Manually trigger a password reset on your behalf.
  • Check the delivery status for the message — whether it was sent, delivered, bounced, or suppressed.
  • Look up any bounce reasons that came back from your mail server.
  • Add your email back into the sending pool if it was previously suppressed due to a hard bounce.

When you ask, include:

  • The exact email address you used.
  • The approximate time you requested the reset.
  • Whether you've received any other mail from BluAuth recently (welcome emails, invitations, etc.).

What "suppression" means

If BluAuth has previously tried to email you and the delivery hard-bounced — for example, because the address was temporarily misconfigured, or a filter rejected it with a permanent error — your address may be on a suppression list. New emails to a suppressed address never get sent. Only your admin can clear that state, and they'll usually want to know why the bounce happened in the first place so the problem doesn't repeat.

Quick checks by email provider

Each major email service has its own quirks. Here's where missing mail tends to hide.

Gmail (personal and Workspace)

  • Check every tab: Primary, Promotions, Updates, Social.
  • Check the Spam label in the left sidebar.
  • Search from:auth.blutools.io to bypass tabs and filters.
  • If you're on Google Workspace and your admin has set up strict filters, ask them to check the admin quarantine.

Outlook / Microsoft 365

  • Check Focused and Other tabs.
  • Check the Junk Email folder.
  • Check Deleted Items in case a rule moved it there.
  • On Microsoft 365, your admin can check the quarantine at the tenant level.

Apple iCloud Mail

  • Check the Junk folder.
  • Check any custom rules you've set up that might route "reset" emails.
  • iCloud occasionally silently rejects mail from new senders — if it never arrives, try a non-iCloud address or ask your admin.

Corporate mail through Proofpoint, Mimecast, or similar

These gateways sit in front of your company's mail server and scan everything. They're the most common reason BluAuth mail disappears in an enterprise. Your IT team can:

  • Release the message from the gateway quarantine if it was held.
  • Add BluAuth's sending domain to the allow list.
  • Tell you whether the message was blocked, delivered, or never seen.

Why this is harder than it seems

Transactional email has gotten stricter over the past few years. DMARC, DKIM, and SPF are now enforced by most mail providers, which is good for security and bad for one-off email delivery. If any link in the chain (BluAuth's senders, your mail gateway, your spam filter) disagrees about whether a message is legitimate, it gets silently dropped. The sender sees it as "delivered"; you see nothing.

The fastest fix is almost always to have your IT team explicitly allow BluAuth's sending domain. Once that's in place, future emails go through on the first try.

Other BluAuth emails you may be missing

The troubleshooting in this guide applies to any email BluAuth sends, not just password resets. The same spam folders, gateway filters, and suppression lists affect:

  • Invitation emails — when an admin invites you to a tenant for the first time.
  • Welcome emails — sent after you complete signup.
  • Security alerts — sent when something unusual happens on your account.
  • 2FA enrollment emails — sent when you turn on 2FA.
  • Email address change confirmations — sent to the new address when you change your email.

If none of these are arriving, it's a mail-delivery problem (not a BluAuth problem) and the same steps in this guide apply. If only some of them are missing, a spam rule is probably catching specific subject lines — ask your IT team to check.

When to give up and escalate

If you've tried the first five or six sections and you're still not seeing anything, stop on your own. Further self-troubleshooting is unlikely to work. Contact your admin with the details from step 9 and let them take a look. Trying to fix enterprise mail filters from a user account never works.

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