If the reset page confirms your request but the message is missing, check more than the inbox. A company mail system can place external messages in spam, quarantine, or a separate filtered folder.
The reset page identifies no-reply@mail.institutionhq.com as the sender of the instructions. Ask your IT contact to check that sender and the approximate request time. Verify the recipient address at the same time, especially if your company has recently changed its email domain.
Once the message is released, use the newest valid link. If it is already expired, submit a fresh request from Forgot password. Do not forward the recovery email to a shared mailbox to work around filtering, because the action link can grant access to the account recovery flow.
If delivery cannot be located, tell support the work email, request time, and whether IT found any blocked message. Avoid attaching the full email with its active recovery link. A screenshot of the sender, subject, and delivery notice with private link content hidden is more suitable when evidence is needed.
Was this article helpful?
Tell us whether this answered the question you came with.