What to do if your password reset email is not received
Please review the Password Reset Process first here: https://support.gedmatch.com/portal/en/kb/articles/gedmatch-password-reset
There can be issues when you attempt to reset your password and you do not receive a reset password email in your inbox.
3 possible causes, discussion and action to take
The auth0 system provides minimal feed back when there is an attempt to reset ones password if something goes wrong. There can be a number of causes of why a reset password email was not sent to your inbox.
Cause 1: Your account was linked to a social media account - Google or Yahoo!
Once an account is linked to Google or Yahoo - authentication is not handled by auth0 at GEDmatch - there is no email/password to login and no resetting of password at GEDmatch.
Action: If your account has been linked to Google or Yahoo! - then on the first login page click the “Continue with Google” or “Continue with Yahoo!” button to login.
Cause 2: Your email address you provided is not associated with a current GEDmatch account
If you are sure your account is not linked to social media account then consider the following:
- You may have several email addresses associated with GEDmatch in the past - for example you may have had a AOL email with your account and changed your email to Gmail and recorded that change at GEDmatch. It is possible that you may have received an email to your AOL email address from GEDmatch and you are now trying to login with the AOL email address. The current GEDmatch account will have the Gmail address since that is the current email address associated and not recognize the AOL email address
- It is possible that the account/profile/registration with the email address you are trying to login with has been deleted.
- The email address was entered incorrectly.
- The email address may be one the user has but not the one that is associated with their GEDmatch account.
Action: Carefully check to make sure the email address you are trying to reset is the current email address of your account.
If you are not sure what the email address is but you know someone who can login to GEDmatch and know one of your kit numbers, you can have them login and use the User Lookup and enter your kit number that tool will show the current email associated with that kit.
If you cannot access GEDmatch then you can send a support request asking what email is associated with your account and be sure to include one of your kit numbers.
Cause 3: The email is being sent to you but not getting to your inbox
If you are sure your account is not linked to a social media account and your email is associated with a GEDmatch account then the reset password should be sent to your email address.
However we have had a few users who have had this email ending up in their spam/junk folder and even have had some situations where the reset email being quarantined by their mail service.
Note: Just because you get some email from support@gedmatch.com does not imply your email system may not mark other email from support@gedmatch.com as spam.
Action: Check your spam/junk folders - if not there then add “gedmatch.com” to your safe senders list or white list gedmatch.com. Some email systems will allow email through if you have the email address added as a contact - so you might add support@gedmatch.com to your contacts The procedure for doing the whistlist/safe senders varies depending on your mail service so you may need to google to find out how to do this for your mail service - you may need to contact the email service to get help with this.
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