Employee Did Not Receive a Welcome/Reset Password Email – Common Reasons

When a new Omni account is created, the employee should automatically receive a Welcome / Reset Password Email with a link to activate their account.

If an employee reports that they did not receive this email, it is often related to their login settings (particularly if SSO is enabled). Follow the checks below to review and resolve the issue:

TABLE OF CONTENTS

• 1. Check SSO Settings 
  • Password Reset Behavior (for SSO enabled) 
• 2. Verify Primary Email - (if SSO is disabled) 
• 3. Trigger a New Reset Password Email  - (if SSO is disabled) 

1. Check SSO Settings 

• If Require SSO Sign In = Yes, the employee will not receive a Reset Password email.

• The password field will be hidden, and the user is expected to log in only via SSO.

Password Reset Behavior (for SSO enabled) 

• If Require SSO Sign In = Yes, the system will not send a password reset email, even if the employee enters a valid email address when trying to reset the password.

• This is because the system assumes authentication is handled entirely through the company’s SSO provider.

2. Verify Primary Email - (if SSO is disabled) 

1. Open the Employee Profile.

2. Check the Primary Email field.

   • Ensure it is correct.

   • Ensure the email address is active and accessible by the employee.

3. If the email was incorrect, update it and re-trigger the account activation email by doing the Step 2 below.

⚠️ The Welcome Email will only be sent to the Primary Email address listed in the employee’s profile.

3. Trigger a New Reset Password Email  - (if SSO is disabled) 

If the primary email is correct but the employee still has not received the Reset Password Email:

1. Go to the Employee Profile.

2. Open the Access Level tab.

3. Click Reset Password.

This will send a new email to the employee, allowing them to set up their account password and activate their Omni account.

⚠️  Note: To perform this action, you must have the correct Access Control permissions to edit the employee profile.

• If you do not have the required permissions, please consult with your System Admin for assistance.

✅ Tip: For smooth onboarding, it is recommended to test and confirm employee email addresses before creating their Omni accounts. 

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