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

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| *For any feedback or questions regarding this article (Illumina Knowledge Article #3658), contact Illumina Technical Support* [*techsupport@illumina.com*](mailto:techsupport@illumina.com?subject=Question%2FFeedback%20Regarding%20Illumina%20Knowledge%20Article%20#000003658%20-%20Software%20\&body=Dear%20Illumina%20Technical%20Support,%0D%0A%0D%0A)*.* |


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