Password Reset Email Isn't Arriving

Requesting a password reset always shows a "check your email" screen — but that screen appearing doesn't guarantee the email actually arrived.

Example: Say a staff member managing a nail salon's admin account forgets their password and requests a reset. The "check your email" screen appears as expected, but after five minutes, then ten, nothing shows up in their inbox — not even in spam. Because the screen looked successful either way, this doesn't necessarily mean something went wrong on their end; the underlying send may simply have failed. Since the screen itself can't reveal that, the next step after double-checking the email address on file is to contact Biseo support directly.

1. Why the success screen always appears: When a password reset is requested, the system is deliberately designed to show the same "check your email" screen regardless of whether the underlying email actually sent successfully. This is a security measure to avoid revealing whether a given email address exists in the system at all (preventing account enumeration attacks). In practice, this means a genuine delivery failure looks identical to a successful request from the user's side.
2. What to check:
   • Check your spam/junk folder first — reset emails are commonly filtered there.
   • Email delivery isn't instant. Give it a few minutes.
   • Confirm the email address on your account is correct and still in current use. Typos or an old address left on file are more common than you'd expect.
   • If you've checked all of the above and still see nothing after a reasonable wait, contact Biseo support directly, since the screen itself can't tell you whether the send failed.

For the full reset process, see "Resetting a Forgotten Password".