> Source: [sk155612](https://support.checkpoint.com/results/sk/sk155612)

# sk155612 - Infinity Portal "Reset Password" succeeds but the Email is not delivered

| Property | Value |
|----------|-------|
| Solution ID | sk155612 |
| Date Created | 2019-06-12 |
| Last Modified | 2022-03-29 |
| Technical Level | General |
| Products | Check Point Portal |
| Versions | Cloud |

## Symptoms

- * Reset Password succeeds but user does not receive the email.

* User browses to Check Point's Infinity Portal https://portal.checkpoint.com, clicks "Forgot Password" and enters his email address in order to receive a password reset link.  

  Infinity Portal shows "Password Reset Email Sent" but no email is received.

  ![](https://sc1.checkpoint.com/sc/SolutionsStatics/NEW_SK_NOID1560161230843/reset21906100312.jpg)

## Cause

There are several possible root causes for this.

## Solution

Proceed as follows:

* **Check your SPAM email folder**

The email sender is do-not-reply@portal.checkpoint.com

It might have been automatically moved to the spam folder.

* **Make sure that you registered to the portal before.**

Check Point's Infinity Portal does not let users know whether the email address that was entered exists in the system, for security reasons. So it could be that this email address is not associated with any account.

In this case, Please register a new account.

If your company already has an account, please ask one of the admins to add you as an administrator.

* **In any other case, please open a support ticket.**

Check Point Support has tools that can assist in re-sending the password reset email.

See [How to open a service request to CloudGuard SaaS](https://supportcenter.checkpoint.com/supportcenter/portal?eventSubmit_doGoviewsolutiondetails=&solutionid=sk154032)

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