If you have tried to do a password reset to login to your client account, you should receive at the email address associated with your account a password reset email. The email is generated automatically upon your request, so you should receive it within seconds or minutes at most. That email contains a link which you can click on to login to your account and change your password. For security reasons, the email is good for only two hours. If you have not received the password reset email:
- Make sure you have entered your email address correctly, and that it is a valid email address on file for your account.
- Check your Junk or Spam folder at your mail provider's website/webmail as well as client-side in your mail application.
- Make sure that the domains my.12wonder.com and 12wonder.com are whitelisted in your email settings as Safe Senders. The procedure for whitelisting senders varies by ISP, so check with your email provider if you are unsure how to do this.
- Then attempt another password reset and check your email (including Spam/Junk) again.
If after taking these steps, you are still not finding the password reset email, then your mail provider is blocking emails despite your preferences. Some mail providers, notably Microsoft (live.com, outlook.com, msn.com, hotmail.com, etc.), AT&T, Time Warner (roadrunner.com, rr.com, twc.com), and occasionally Yahoo and AOL, are especially aggressive in blocking emails without their users' permission, completely disregarding users' Safe Senders preferences. If you are missing emails from us, you can be sure you are missing important emails from others as well. This is not anything we have control over. The problem is caused by your email provider. You will need to get a different email address from an email provider who won't block your emails without your permission. One good alternative is Gmail. (Sign up for gmail here.)
Of course before we can associate a new email address with your account, we will need to verify your identity. After you have obtained a new email address, please submit a Helpdesk Ticket using the "Account Support" category. In your Helpdesk ticket, please specify the following information:
- Your full name;
- The email address that was formerly associated with your account;
- A phone number associated with your account - Specify whether current or not;
- A registered domain name or hosting account domain currently associated with your account;
- Your new email address where you can be reached.
