Password emails are generated within 15 minutes of the request from the Sphere account. Please confirm the email is not located in the user's Spam or Junk Mail folder, before attempting to generate any additional requests for the same user.

Sphere formats its emails to appear that the user is receiving the email directly from the Sphere administrator, and that the user is ‘resetting’ the password, even though it may be a brand-new user. This is fine and does not indicate a user setup issue.

Any replies to this email will go to the administrator, not back to Blackbaud. For this reason, there should not be a need for network administrators to whitelist an email domain or email address in email filters which may be in place on the network.

If at least 15 minutes has passed and the email has not come through, Chat with Support and reference this article. 

 

Sample Email:
From: (Sphere Admin User @ Your Organization. org)
Sent: Monday, December 21, 2009 1:31 PM
To: (your full name set up in the account)

 

Subject: Reset Password Link

 

 Dear (your full name) 

 

The following link grants you access to your login information with (Sphere Account Name)

 

You will be prompted to initialize/reset your password. This email was processed and sent to you on 12/21/2009 10:18:30 AM.

 

 

Login Name: (username created in Sphere)

 

 

Password: Do not know your password? Click here (link) to reset.

 

 

This reset password link is one-use only and valid for three days. To reset your password, click the link above, and you will be taken to the Reset Password screen. You will have to set your security question.

 

 

If you did not request this email, please contact (account administrator email address) immediately.

 

 

 Sincerely,

 

 

(account name)