On the Oracle Service Cloud site (cx.rightnow.com), why haven't I received the account assistance email?
This information pertains to customers on the Oracle Service Cloud Support pages at cx.rightnow.com.
I have selected the 'Forgot your username or password' link, but have not received the password account assistance email in order to check my username or reset my password.
This can occur if the username entered does not exactly match the value already in the system.
It's important to note that your email address is always all lowercase. However, the username is case sensitive. The email address is commonly used for the username. While your email address may be firstname.lastname@example.org your username may be Firstname.Lastname@email.com (depending how it was initially entered). If the username entered does not match what is stored in our system exactly, including the case, the password reset/login will not work successfully.
A contact/end-user is able to confirm their Login/Username by going to the support pages at cx.rightnow.com, click on the 'Forgot your username or password?' link, enter their email address, and click on 'Email My Username'. They should be aware of capital letters that might be used in the username of the contact record, and not in the email address.
If a contact is not using the correct username, they will not receive an email that allows them to reset their password. Once they enter the correct username, they should receive the password reset email.