If you're not receiving the password reset email, check the following:
Verify Email Address: Ensure that the email address you are using is the one associated with your Axcela Bio account. If unsure, check with your Admin who can verify the email in the teammates setting .
Reset Password: Go to the Axcela Bio login page at app.axcela.bio and add your Account Name. Then Click on "Forgot your password?" to initiate the reset process.
SSO: If your organization is using Single-Sign On (SSO) to access Axcela Bio, you might not have a password set. In that case, contact your Admin.
Check Spam/Junk Folders: Sometimes, reset emails may end up in spam or junk folders, so ensure to check there as well.
Bounced emails: Axcela Bio may prevent delivery to email addresses with a history of permanent bounces. Please reach out to our support team at support@axcela.bio so we can clear these records and restore delivery capability.
Wait a few minutes for the email to arrive due to potential delays, perform a hard refresh on your inbox while ensuring a stable network connection. If necessary, request a resend of the verification email using the form on the Axcela Bio login page. Following these steps should help you resolve the issue.