If you have requested a password reset but haven't received the email, work through the steps below before contacting support:
Step 1: Check your spam and junk folders
Password reset emails are sometimes filtered by spam or junk mail filters. Check those folders in your email client before assuming the email wasn't sent.
Step 2: Confirm the email address on your account
The reset email is sent to the email address registered against your user account — not necessarily the email address you normally use. If you have multiple email addresses, try requesting the reset using each one in turn.
📌 For Access Recruitment CRM / Access Evo users: Your reset email is sent to the address registered in your Access Recruitment CRM user profile. If you are unsure which address is registered, ask your system administrator to check.
Step 3: Ask your administrator to resend
A system administrator can trigger a new password reset from the Manage Users area. For Profile Cloud / Microdec users:
Log in to cloud.microdec.com using the admin (01) account.
Click Manage Users in the top right.
Locate the affected user.
Click Reset Password. This sends a new password to the email address on their Staff record.
📌 Note: The reset email is sent using the email address configured in the user's Staff record. If the wrong address is stored there, the email will not reach the user — the administrator should verify and update it if needed.
Step 4: Check whether your account is locked
If your account has been locked due to too many failed login attempts, the reset email may have been sent but the account still won't accept a new password until it is unlocked. Ask your administrator to click Unlock alongside the user in the Manage Users screen before attempting to log in with the new password.
For full steps on unlocking an account, see Reset password or unlock a License.
Step 5: Check your email provider isn't blocking the message
Some corporate email providers or Microsoft Office 365 accounts apply strict filtering rules that can silently discard automated emails. If you are not receiving any automated emails from the system (not just password resets), ask your IT team to:
Check whether automated emails from our system are being blocked at the email gateway.
Add our sending domain to the allow list for your organisation's email provider.
Still not received?
If none of the above resolves the issue, contact us via the Access Digital Assistant. Please include:
The email address the reset was sent to.
The product you are trying to log into (Access Recruitment CRM, Access Evo, Profile Cloud, portal).
Whether your administrator has already attempted a reset from the Manage Users screen.