Overview 💥
If a user requests a password reset or invitation email in Liongard and does not receive it, there are several common causes—ranging from an incorrect username to email filtering or suppression.
This article explains:
Why password reset emails may not arrive
How to validate the correct username
What checks to perform in Liongard
How to determine if an email address is on a suppression list
When to contact Liongard Support for assistance
Why This Happens 🤔
Password reset or invite emails may fail to arrive due to one or more of the following reasons:
The username entered is incorrect (username ≠ email address in all cases)
The message was filtered to Junk/Spam
The recipient’s email domain or address is blocking Liongard emails
The email address is on an email suppression list
The user was never fully invited or activated
Understanding which scenario applies will help you resolve the issue quickly.
Common Causes and Resolutions 🧑🏫
1️⃣ Incorrect Username Used
⚠️ Important
In Liongard, a user’s username is not always their email address.
What to check:
Review the user’s original invitation email to confirm the correct username
Ensure the exact username is entered on the Forgot Password page
If an invalid username is submitted, no reset email will be sent.
2️⃣ Email Filtered to Spam or Junk
Ask the user to check:
Junk / Spam folder
Quarantine (for organizations using email security tools)
Blocked sender lists
Sender details to look for:
Emails from Liongard domains
Subject similar to “Reset your Liongard password”
💡 Tip
Adding Liongard as a trusted sender can help prevent future filtering.
3️⃣ Validate the User in Liongard
Log in to Liongard
Navigate to Admin → Access Management → Users
Locate the affected user
Confirm:
The user exists
The email address is correct
The account is not disabled
Advanced Check: Email Suppression List 🔍
In some cases, the email address may be on an email suppression list, which prevents Liongard from sending emails to that recipient.
✅ How to Check for Suppression Status
On Liongard, navigate to Admin → Access Management → Users
Select the affected user
Open your browser’s Developer Tools
Right-click anywhere on the page → Inspect / Inspect Element
Select the Network tab
With the Network tab open:
Click the user’s name
Select Reset Password
Observe the API call that appears in the Network list
Click the API call → open the Response tab
🚫 If the response indicates the email is on a suppression list, the message will not be delivered.
✅ How to Resolve Suppression Issues
If an email address is confirmed to be suppressed:
Do not continue resending invites or resetting passwords
Contact Liongard Support to request removal from the suppression list
When to Contact Liongard Support 🛠️
Reach out to Liongard Support if:
The email address is on a suppression list
Reset/invite emails fail despite correct username and spam checks
The user cannot regain access after admin password/MFA reset
You need help validating email delivery behavior
When contacting support, include:
Username
Email address
Approximate time of last reset/invite attempt
Confirmation if the users is on suppression list
Important Notes & Disclaimers 📌
Email delivery depends on the recipient’s mail provider and security controls
Liongard cannot override customer-side spam filtering
Suppression list removals require validation by Liongard Support
This article applies to platform access only and does not impact inspectors or integrations