Error: Not receiving the reset password email for the Sage Portal

How to resolve the error when you havn't receive an email to reset your password on the Sage Portal when using Sage 50cloud Pastel.

The Sage Portal (Accounting) allows you and your users to: 

• Manage Account details (view profile, updated detail, add/remove users etc)
• View your statements and any outstanding balances
• Pay online
• Generate updated software license codes
• Download the latest application software
• View Frequently Asked Question articles
• Access Support resources
• Upload and download data submitted for investigations or datafix
• View submitted cases

This occurs if the email address registered is not the same as the email address you use.

 NOTE: The link to reset your password will be sent by email to your registered email address. 

When you select to reset you password on the Sage Portal, you will be required to enter the following information:

• Customer Number (your customer number with Sage)
• Your password (set when creating an account on the Sage Portal)

• If your Customer Number is not registered at Sage or incorrect or you enter incorrect password, you will be notified onscreen

NOTE: Only a user defined as a Default (Admin) user on the portal can add new users. 

 

• The reset link will be sent to the registered email address
• The reset link will be sent to you from the email address [email protected] with the subject 'Sage Portal - Password Reset'
• If the email is not received within 5 minutes after you submitted the request, you can check the following:
• Check that you access to the mailbox where the email was sent, and that the emails all have been updated
• Check the Junk or Spam folder of the mailbox, as mail might be flagged by rules of your company

NOTE: If you received the email with the reset link in your Junk or Spam folder, move it to your Inbox before accessing the reset link.

• Check with your mail server administrator if the email address has been blocked, and request to whitelist the mail address [email protected] to allow delivery
• Once all the above has been checked, submit a new password reset request.