CSS user not receiving password reset emails

Owned by Knowledge Assistant
Feb 10, 2022
1 min read



Description of Issue

User reports that they did not receive the password reset email that was requested through Tyler Portico



Context

  • Citizens Self Service

  • Tyler Portico



Cause

An account has not been created for Tyler Portico and Tyler Portico displays the message:  Email has been sent to XXX@XXX.XXX with instructions on resetting your password even if the email is not registered. 



Resolution

Click Sign up at the bottom of the Tyler Portico login screen and create an account



Additional Information

New accounts should be created using the same email address that was previously used with TylerID local to ensure proper linking of accounts