How to recover a BaseSpace password reset email

BaseSpace Sequence Hub sends an email for password recovery when prompted by the user. If the recovery email is not received as expected, review the following steps.

1. Make sure that the email address is the same as the email address used to create the BaseSpace account.

2. Check Spam and Junk mail folders for password reset email.

3. When using a BaseSpace Enterprise account, make sure that the password reset was requested from the Enterprise domain.

4. Attempt to get password reset with a separate user using a different email extension. (If this is successful proceed to Step 5.)

5. Confirm with local IT that the BaseSpace email address has not been blocked.

Note: Email aliases are not compatible with the password recovery step; the exact email used to register with BSSH must be entered. For example, if <firstname>.<lastname>@<institution>.org was used to sign up for BaseSpace, but <lastname>.<firstname>@<institution>.org is the address primarily used to check email, only <firstname>.<lastname>@<institution>.org can be entered.

For any feedback or questions regarding this article (Illumina Knowledge Article #3658), contact Illumina Technical Support [e-mail].