An administrator or user selects Forgot your password? - Reset your Zivver password for a shared or functional mailbox (for example info@example.com or support@example.com), but never receives an email to reset the password.

Cause

A functional account (shared mailbox) has no standalone login or password of its own. Access only works through delegation: the personal Zivver account of a user is granted access to the functional account. Because the functional account has no password to reset, Zivver does not send a reset email.

Solution

Do not use Forgot your password? - Reset your Zivver password for the address of the functional account. Instead, make sure the person who needs access can reach the functional account with their own personal account.

1. Log in to the WebApp as an administrator.
2. Click the Organization Settings icon at the bottom left of your browser window.
3. Go to User administration.
4. Click Accounts.
5. In the All types dropdown box, select Functional accounts.
6. Check that the shared mailbox is listed.
   If the mailbox is not listed, create a functional account for it.
7. Grant the user who needs access delegated access to the functional account.
8. Ask the user to log in to Zivver with their own personal account.
   The user is automatically logged in to every functional account they have delegated access to. No separate login step is needed.

Users of the WebApp can switch to the functional account by clicking their profile picture.

Note

Does the user not have a personal Zivver account yet, or have they forgotten the password of their personal account? Then follow the steps to reset the password for that personal account.