If you've already reset the member's password in AFG account and they still did not receive the email confirmation, please advise the following:
- Confirm the spelling of the member’s email address (they could not be receiving it because their email address is incorrect)
- Have the member check their spam folder in their email provider - sometimes our emails end up in spam
- Ask if the member has received emails from us recently. If they’ve ever marked our emails as “Spam” or “Block”, they won’t receive emails from us.
4. Do not press the reset password email more than a few times. Each time this is clicked it will trigger the email so some email providers may trigger this as spam because there are multiple emails with the same subject line trying to be sent to that email address.
5. If it is a Savings Account, please advise the member to disable their popup blocker. The functionality to reset the password from the email is a popup that opens on the homepage so if the member has their popup blocker disabled it’ll seem like they just get redirected to the homepage.
