Passward email not received

[Mariaadbdt]

Hello team,

Member 6 from the Charlotte County Time Bank reported that she trying to change her password but she has not received the email neither in her inbox nor her junk mail. She is using a gmail account. Could you please check if the emails are sent correctly from our end?

Thank you,
Maria

[zac343]

I traced the current develop path before blaming Gmail.

At revision ddaec8a77e24e2595c9fbfc9e9a25627fe3ecdab, User is Devise :recoverable, but admin-created records can carry a user<ID>@example.com placeholder. First check member 6's stored destination privately; please do not post the address or account row here.

Also, this reset is not a Sidekiq mailers job on the cited path. Devise 4.9.4 writes reset_password_sent_at, then the default notification path calls deliver_now. For one controlled reset:

1. Compare that account's reset_password_sent_at before and after.
2. In the Rails web process, retain only the bounded delivery outcome and private Message-ID. Raw mail logs can expose the recipient and reset token.
3. Follow the same Message-ID in the actual outbound provider: accepted/queued is only provider intake; delivered means Gmail's receiving server accepted it; failed or suppressed identifies the owning boundary.
4. Only after receiver acceptance, check Gmail All Mail, Spam, filters, forwarding, storage/security controls, and then use only the newest reset link once.

Public DNS currently returns two DMARC policy records at _dmarc.timeoverflow.org (p=quarantine and p=none). RFC 9989 causes both to be discarded. If the runtime MAILER_SENDER uses that visible-From domain, merge them into exactly one record; this is a separate configuration defect, not proof that it caused this member's missing message.

I put the source links, presence-only Rails commands, privacy boundary, and a browser-local next-action planner here: Rails Devise password-reset checklist.

[Mariaadbdt]

Thank you @zac343 ! I don't understand a thing from what you are saying so please let me know what to say to the user when you are done :-D

[zac343]

You're right — my previous reply was written for the technical maintainer, not for the member. Sorry about that.

What you can tell the member now:

Thanks for reporting this. We are checking whether the password-reset email left our system and reached Gmail. Please do not request more reset links while we investigate. We will let you know when to try once more; then wait up to 10 minutes, check Inbox, Spam and All Mail, and use only the newest link.

I cannot honestly say the fault is fixed from the public repository alone. The remaining check needs someone with production email-provider access: trigger one controlled reset, note the approximate time privately, and see whether that message is marked delivered, failed/suppressed, or is absent. Please do not post the member's address, reset link, token or raw email log here. Once that one status is known, the next owner is clear.

[Mariaadbdt]

Thank you very much @zac343 for the simplified explanation! Before a got to send it to the member, she tried to change the password and this time it worked. So proceed with the ticket as you see fit.
Kind regards,
Maria

[sseerrggii]

Thanks for helping on that @zac343

Sometimes the email enter as SPAM

We use mailgun.com as a email sending service, so I can check more details of the email problem on mailgun logs if @Mariaadbdt send me (privately) the email that has the problem.