If you're on Synergy Web, Provider Portal, or Parent Portal, and a user requests a new token to reset their password, they should receive an email containing the token.
If they don't receive the email, it may mean that the emails are stuck in queued status. To check and correct the issue, follow these steps.
Check the email status
📌 Note: You'll need system administrator access.
Log in to Synergy Web, then click Modules.
Click Administration, then click Email Manager.
Click Sent Emails, then select the Forgotten Password email type.
Add any date or status filters you need, then click Search.
You'll be able to see here if your emails are queuing.
Check Synergy client
The next place to check is Synergy client.
Open Synergy, then click System Manager.
Click Options, then click Common.
Click Mail settings.
Ensure there's a check against Enable Forgotten Password Functionality.
Ensure there's a check against Enable Email Sending.
If either option isn't selected, select them, then click the Synergy symbol in the top-left to save the changes.
Both options were already selected
If you already have these options selected, it may be an issue with the Orchestra Hub service.
Hosted customers
If you're hosted with us, simply raise a new case online and reference the title of the article.
Non-hosted customers
If you host your own environment, reach out to your local IT team to help restarting the service.