Unable to register, unable to reset password, unable to receive registration email, unable to receive password reset email, unable to login, invalid link to activate account.
- When trying to register to any of the ITRS websites (itrsgroup.com, support.itrsgroup.com, resources.itrsgroup.com, docs.itrsgroup.com) you are unable to:
b) Receive the registration/verification email.
- When trying to reset your password, you don't receive the password reset email.
Root Cause 1 - ITRS operates with a pre-authorized domain list allowed to register, the domain list is provided by your corporation to ITRS and only user emails from those authorized domains will be allowed to register on our website.
Root Cause 2 - Your web browser might not be supported.
Root Cause 3 - The registration email might gone to your spam/junk folder.
Root Cause 4 - Your organization might operate a policy where your email address is not authorized to receive external email from outside of your organization.
Root Cause 5 - Your Antivirus or browser/email proxy modify links to prevent phishing emails if they are coming from outside your organization.
Solution of Root Cause 1 - Verify the domain of your email address is within the allowed domains provided from your organization to us.
-Ask one of your colleagues who previously registered to ITRS, what is the domain of their email address and verify it is the same as the one you are trying to use to register.
-Ask the account owner within your organization if your domain has been registered with ITRS.
If a new domain needs to be added into the allowance list for your organization, your account owner will need to send an email to your account manager with the request to add the new domain for your company.
Solution of Root Cause 2 - Verify you are NOT using any version of Internet Explorer or if you are using Microsoft Edge browser, ensure it is above version 90.x. Verify your Chrome and Firefox browser is up to date.
Solution of Root Cause 3 - Check your email client spam/junk folder.
Solution of Root Cause 4 - Verify if you can receive external emails from domains outside of your organization. If you are not allowed to receive external emails, you will need to contact with your internal IT department and add your email account to have an exception to receive emails from itrsgroup.com.
It is a legal requirement that you activate your account via the email we sent to verify your identity and that you work for the organization you try to register under. There is no action we can take from our side to validate your account without you actively clicking on the link contained within the email.
Solution of Root Cause 5 - Verify if your Antivirus or your organization proxy might be blocking/modifying external URL's as a security mechanism to prevent phishing.
You will need to contact with your internal IT department and request an exception to URL's related to *.itrsgroup.com
If Issue Persists
- Please contact with our Client Services team via the chat service box available in any of our websites or via email to firstname.lastname@example.org
- Make sure you provide to us:
- Name and Username you tried to register with
- Email address
- Browser name and version you tried to register from
- Any troubleshooting steps already verified from the ones described in this article.