Troubleshooting: Email Sending Issues (Password Reset and Other Emails Not Being Delivered)

Introduction

If you've noticed that your website is no longer sending automatic emails—such as Password Reset emails, account notifications, listing approval emails, contact notifications, or any other automated email—there is no need to worry.

In almost every case, this issue is caused by the Email Sending Configuration becoming disconnected from your email account.

The most common reasons include:

• The password of the configured email account was changed.
• Your email provider updated its security policies.
• Your Google App Password expired or was revoked.
• The email account credentials were updated outside of eDirectory.

Fortunately, fixing this usually takes less than a minute and can be done directly from your Site Manager without contacting support.

This guide will show you how to reconnect your email account and verify that email sending is working again.

Why Did My Emails Stop Working?

All automatic emails sent by your website use the same Email Sending Configuration.

This means that if one automatic email stops working (for example, the Password Reset email), all other automatic emails will also stop working, including:

• Password Reset emails
• Welcome emails
• Lead notifications
• Listing notifications
• Subscription emails
• Any other automated email generated by your website

Many customers only notice the Password Reset email because that's the first email they try to use, but the issue actually affects the entire email system.

Step 1: Open Email Sending Configuration

From your Site Manager, navigate to Settings → Email Sending Configuration

Step 2: Re-enter Your Email Password

• Locate the Password field.
• Simply enter the current password for the email account configured on your website.

• Then click Save Configuration.

Step 3: Confirm the Success Message

If everything was entered correctly, eDirectory will display a success message confirming that the email settings have been saved successfully. This means your email connection has been restored.

Gmail / Google Workspace Users

If your website uses a Gmail or Google Workspace email account, simply entering your Google account password will not work.

Google requires an App Password for third-party applications like eDirectory.

If reconnecting your email did not solve the problem, generate a new App Password and update it in the Email Sending Configuration.

For detailed instructions, please refer to:

How to generate an app password to connect a email account hosted by Google on eDirectory

Other Email Providers

If your email is:

• Hosted by eDirectory
• Hosted by your domain provider
• Hosted by your web hosting company
• Hosted by any provider other than Google

Simply enter your current email password and save the configuration.

In most cases, no additional configuration is necessary.

Verifying the Configuration

After reconnecting your email account, it's recommended to perform a quick test.

We'll use the Password Reset email as an example because it's the easiest automated email to test.

Step 1: Verify the Email Template is Enabled

• Navigate to Design → Email Editor
• Locate the Password Reset Email template.
• Verify that it is enabled.

Step 2: Open the Site Manager Login Page

Open your Site Manager login page by adding:

to the end of your website address.

Example:

Step 3: Click "Forgot your password?"

Instead of logging in, click: Forgot your password?

Step 4: Request a Password Reset

• Enter your Site Manager email address.
• Click Send It.

Step 5: Check Your Inbox

If you receive the Password Reset email, congratulations!

Your Email Sending Configuration is working correctly.

Because every automated email uses the same email configuration, receiving the Password Reset email confirms that all other automatic emails are also being sent correctly.

Troubleshooting

I saved the password, but the Password field is empty.

This is expected behavior.

For security reasons, eDirectory never displays saved passwords.

If you received a success message after clicking Save Changes, your password has been stored successfully.

I still don't receive emails after updating the password.

Verify that:

• You entered the correct email password.
• If you're using Gmail or Google Workspace, you're using an App Password instead of your regular password.
• The email account itself can send and receive emails normally.
• The Password Reset email template is enabled under Design → Email Editor.
• The email did not arrive in your Spam or Junk folder.

Only the Password Reset email isn't working.

This is usually not specific to the Password Reset email.

If one automatic email stops working, all automated emails will be affected because they all use the same Email Sending Configuration.

Reconnect your email account using the steps in this guide.

I changed my email password recently.

If your email account password has changed, you'll need to update it in Settings → Email Sending Configuration

Your website cannot authenticate using the old password.

Conclusion

Congratulations!

You have successfully restored your website's Email Sending Configuration.

Keeping your email credentials up to date ensures that all automatic emails—including password resets, account notifications, invoices, subscriptions, and contact emails—continue to be delivered reliably.

If you're using Gmail or Google Workspace, remember to update your App Password whenever Google requires it.

If you've followed all the steps in this guide and are still experiencing issues, please contact our support team at support@edirectory.com for further assistance.