Not receiving a reset password email or Blackbaud ID confirmation

You should receive a password reset email or Blackbaud ID confirmation email within a few minutes of the request. If email delivery is delayed and the link expires, your email server or spam software is holding the email.

Follow the below step to improve email deliverability:

1. Check your junk or spam folder.
2. Delete your cookies.
3. Role-based email addresses, such as '[e-mail]' can be blocked for security reasons. Get your personal work email address added to your account by following these steps.

If you are still not receiving the email, your IT department should follow these steps:

1. Ensure the email server, proxy server, and firewall allow email from:
   • @blackbaudondemand.com 
   • @blackbaudemail.netcommunity1.com
   • @blackbaud.com
2. These IP address ranges are allowed into your email server - 205.139.104.0/22 (205.139.104.1 - 205.139.107.254)
3. Check any third party spam providers to see if it is getting held up in their program.
4. If you are using software or an appliance to block or filter spam, you may need to either disable it or update its rules to allow password emails.
5. Request the password reset or click the resend confirmation email link and have your IT department watch the server for the email to determine what is happening with it.
6. Check with your Internet Service Providers to see if it is caught in a SPAM filter at the higher level.
7. Ensure your charity is not blacklisting the email addresses or IP addresses in step 1 above AND the subject or body content in the emails below are allowed into your firewall, email server and any SPAM filters.

What does the email look like?

A copy of the password reset email is below to assist IT in allowing the email into their firewall and email servers:

From: Blackbaud Authentication Services [mailto:[e-mail]]
Sent: Wednesday, August 03, 2016 1:30 PM
To: Customer Name
Subject: Reset your Blackbaud account password

We received a request to reset the password for [e-mail]. To change your password, please click the button below:

Didn't ask to change your password, or no longer need to? Then, just ignore this email.

Thanks,

Your friends at Blackbaud

A copy of the Blackbaud ID Confirmation email is below to assist IT in allowing the email into their firewall and email servers:

From: Blackbaud Authentication Services <[e-mail]>
Subject: Confirm your Blackbaud ID

OR, if you are prompted to enter a 6 digit code, their confirmation email will look like this:

From: Blackbaud <[e-mail]>
Subject: Verify your email address