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Why Isn't My Password Reset Email Arriving? (Understanding Your CRM Login Setup)

Explains why password reset emails and 2FA/verification codes don't arrive for CRM logins tied to a dedicated subdomain or missing phone number, and how to fix both directly via Settings > My Staff.

Written by Support Team

How This Setup Works

If you set up a dedicated email or subdomain for your CRM account (for example, [email protected]), your account is structured a bit differently than a standard login — and it's worth understanding before you get locked out.

Your CRM account may have two associated logins:

  1. Your CRM system default login (e.g. [email protected]) — this is used to log in, but it does not have its own email inbox outside of the CRM system. Inside the CRM, the "Conversations" feature acts as its inbox.
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  2. Your secondary login (e.g. [email protected]) — this one does have a real, working inbox.

Because of this, if you lose the password for your default login and try to reset it by email, that reset email is sent into the CRM's Conversations feature — not to an inbox you can check from your regular email client. If you're locked out of the CRM entirely, you won't be able to see that reset email at all, and it will look like the reset "isn't arriving."

How To Reset Your Password Without Waiting On A Reset Email

Please follow the steps below:
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  1. Log into app.mylocalads.co using your secondary login (the one with a real inbox).
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  2. Visit "Settings" in your left sidebar, then go to "My Staff."
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  3. Find the user for your default CRM login.
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  4. Select the option to set a new password directly for that user.
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  5. Save the new password somewhere secure (a password manager is recommended).

This lets you set a working password immediately, without needing a reset email to land anywhere.

Not Receiving Your 2FA/Verification Code (Even By Email)?

If a staff account does not have a phone number added to its profile, the account can sometimes fail to deliver the 2FA/verification code even when email is selected as the delivery method. This can look like the code "never arrives."

To fix this:

  1. Log into app.mylocalads.co using a working login (or have us verify/set one, per the steps above).
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  2. Visit "Settings" in your left sidebar, then go to "My Staff."
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  3. Open the staff profile having 2FA trouble and confirm a phone number is added.
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  4. Add a phone number if one is missing, then retry the verification step.

If You Don't Have Access To Either Login

Reach out to us at [email protected] or through the support portal and we can reset your password directly on our end to get you back in.

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