Not Receiving Password Reset Email – Vonage API Dashboard Not Receiving Password Reset Email – Vonage API Dashboard

Not Receiving Password Reset Email – Vonage API Dashboard

Vonage API Support

Objective

This article explains why you may not receive a password reset email after clicking "I forgot my password" on the Vonage API Dashboard login page, and provides steps to resolve it.

Applies To

  • Vonage API Dashboard (dashboard.nexmo.com / dashboard.vonage.com)
  • All account types (Primary and Secondary users)
  • Password reset flow

Symptoms

You may be experiencing this issue if:

  • You click "I forgot my password" on the login page but do not receive a reset email.
  • You have already checked your spam/junk folder but the email is not there.
  • The reset page shows no error — it appears to send successfully, but no email arrives.
  • You receive other emails from Vonage (e.g., invoices, notifications) but not the reset email.

Cause

There are several reasons why a password reset email may not be delivered:

Cause Description
Email suppression / bounce list If a previous email to your address bounced (e.g., due to a full inbox, temporary server error, or spam filter rejection), our system automatically adds the address to a suppression list. No further emails — including password reset emails — will be sent until the address is removed.
Email filtered by corporate mail server Your company's email security gateway or spam filter may be blocking emails from no-reply@idp.vonage.com.
Browser cache / session issue An outdated browser session may prevent the reset request from being submitted correctly.

Resolution

Step 1 – Check Spam and Junk Folders

Before anything else:

  1. Check your Spam, Junk, and Promotions folders.
  2. Search your inbox for emails from no-reply@idp.vonage.com or support@api.vonage.com.
  3. If found, mark the email as "Not Spam" to prevent future filtering.

Step 2 – Clear Browser Cache and Try Again

  1. Clear your browser cache and cookies.
  2. Open a private/incognito browser window.
  3. Navigate to https://dashboard.vonage.com/forgot-password.
  4. Enter your registered email address and submit the request again.
  5. Wait a few minutes and check your inbox.

Step 3 – Ask Your IT Team to Whitelist Vonage Email Domains

If you are on a corporate network, ask your IT team to whitelist the following sender addresses to ensure Vonage emails are not blocked:

Contact Support

If you have followed all the steps above and are still not receiving the password reset email, please contact Vonage API Support.

When submitting your ticket, please include:

  • Your registered account email address
  • Confirmation that you have checked your spam/junk folder
  • Whether you are on a corporate network
  • Any error messages shown on screen (or confirm if no error is shown)

Our support team will investigate and assist you in regaining access to your account.

Additional Information

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