After requesting a password reset, you do not receive an email from notifications@15five.com. This article identifies the four causes and the fix for each.
Diagnose
Work through these checks in order. Stop at the first check that matches your situation.
Check 1: Spam or junk folder → Search your spam and junk folders for an email from notifications@15five.com with the subject "15Five Password Reset." → If found: move the email to your inbox and follow the reset link. → If not found: continue to Check 2.
Check 2: Your organization uses SSO → Go to https://my.15five.com/, enter your email address and any random password, then click Log in. → If true: you see the error "You need to sign in via SAML single sign-on. Please navigate to your company's sign in page." Password reset emails are disabled for SSO-only orgs. → If not: continue to Check 3.
Check 3: Wrong email address → Confirm that the email address you entered is the one your employer used when adding you to 15Five. → If uncertain: contact your manager and ask what email address is on file for your 15Five account. → If confirmed correct: continue to Check 4.
Check 4: Inactive or expired account → Your personal account, your company's account, or your company's trial may be deactivated or expired. → Contact the person who manages your company's 15Five subscription, or contact 15Five Support to confirm account status.
Fix
| Cause | Fix |
|---|---|
| Email in spam | Open the email from notifications@15five.com and follow the reset link. |
| SSO-only org | Log in through your company's SSO page. Do not use the password reset flow. |
| Wrong email address | Retry the reset using the email address your employer registered. |
| Inactive or expired account | Ask your 15Five admin to reactivate your account, or contact 15Five Support. |
Fix for SSO login
- Go to your company's designated SSO login page.
- Enter your SSO credentials to access 15Five.
What resolution looks like
After a successful password reset, you land on your 15Five home screen. For SSO, you land on your home screen after authenticating through your company's identity provider.
If it still fails
Contact the 15Five Customer Support team. Include the following in your message:
- The email address you used when requesting the reset
- Which checks above you completed and their results
- The name of your organization
Not covered here
This article does not cover 403 login errors.