---
title: "Applicant: Not receiving password reset email"
description: If you’re an applicant and haven’t received your password reset email, follow these steps to check spam folders and regain access.
---

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# Applicant: Not receiving password reset email

## If you’ve requested a password reset but haven’t received the email, follow the steps below to resolve the issue quickly.

### **Step-by-step content**

#### 1. Check your Spam or Junk folder

Password reset emails can occasionally be filtered by email providers.  
Please check your **Spam**, **Junk**, or **Other** folders.

#### 2. Allow up to 10 minutes

In some cases, email delivery can take a few minutes.  
Please wait **up to 10 minutes** before requesting another reset.

#### 3. Confirm you’re using the correct email address

**For Applicants**

- The password reset email will be sent to the **email address you received your DBS or check application link on**
- If you used a different email address, the reset email will not arrive

**For Clients**

- The password reset email must be sent to the **email address originally used to create your client account**
- If another colleague manages the account, they may need to request the reset instead

#### 4. Request the reset again

Once you’ve confirmed the correct email address, return to the login page and request a new password reset.

#### 5. Still not received?

If you’ve completed all the steps above and still haven’t received the email, please contact our support team and we’ll be happy to help.

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