For an app owner, a missing password-reset email is a sequence to investigate: did the app create a valid reset event, did the exact message pass admission, and what happened after queue acceptance? Start with the recorded identifiers and checks. A customer’s empty inbox alone does not show where the workflow stopped.
Confirm that your application created a real event
Inspect your application’s reset workflow using internal event identifiers. Confirm that the server recorded the intended recipient and active reset action according to your recovery rules. Do not ask the customer to paste a reset link or token into chat, logs or a support ticket.
Example: the reset form appears successful, but no eligible event exists in the database. Investigate the application handler before retrying the email API. The public form’s response and the backend event record are different evidence.
Check the domain, template and callback
Emailer API password.reset sends require a verified, signing-ready domain, the correct approved fixed template version and fresh event authorization. The application callback must run on the exact verified sending domain and verify the signed proof request before querying the real event.
Check whether the callback rejected an unknown event, mismatched recipient, stale record or different message context. A callback that approves everything hides the real integration error. Follow the documented response signature and timeout contract instead of replacing verification with a success stub.
Separate reset-token expiry from authorization expiry
Your application controls whether the reset token is active and when the customer can use it. Emailer API event verification has its own freshness and authorization requirements. These clocks solve different problems; extending one does not extend the other.
Supported application events must have occurred within the previous 15 minutes, and email authorization lasts no more than one hour. Recheck the exact documented constraints before a delayed or scheduled send. Do not falsify the original event time to make an expired request pass.
Read validation and admission separately
Use validation on the exact intended payload to inspect current blockers without sending or reserving quota. Check its named results rather than relying only on an earlier onboarding status. A validation pass describes current eligibility, not a promise that a later request will be admitted.
| Evidence | Next investigation |
|---|---|
| No application event | Inspect your reset handler and database state. |
| Validation fails | Resolve the named domain, template, event or other check. |
| Admission rejected | Read the API error and current quota/capacity state. |
| HTTP 202 | Keep the email ID and inspect subsequent delivery evidence. |
Follow the outcome without blind resends
After queue acceptance, use delivery logs and verified signed webhooks to distinguish later acceptance, delay or failure. A sending-only key cannot read the full reports; use your account session or a properly protected full-access key for diagnosis. Do not put that key in the customer-facing app.
Suppression, a bounce or an account hold needs its own investigation. Check the intended address through your normal account-support process. Relay or destination-server acceptance still does not prove inbox placement. Password-reset messages are excluded from open and click tracking, so an absent open is not a diagnostic signal.
If the first send outcome is uncertain, follow the documented idempotent retry path. A new reset request may be appropriate under your application’s recovery rules, but it should represent a real new action, not an automatic workaround for unknown email state.
Common questions
Does 202 mean the reset message reached the customer?
No. It means queued. Inspect later delivery evidence and keep application token validity separate from delivery status.
Should support request the reset link to investigate?
No. Use internal event and email identifiers. Keep reset tokens and links out of support conversations and logs.
Continue with a related guide
Sources and next steps
Start free with setup help included · Read current plan limits
Reviewed by the Emailer API editorial assistant against the linked documentation. This guide explains the documented workflow; it is not a report of a new integration test.