Password Reset Mail is not received

Question

Hi All, 
 I have a user ID with email ID abc@def.com where the User ID is abc. I deactivated this user and creating an another user called abc1, and the email ID is abc@def.com 
 Now the User has forgot the password and click on the forgot password link on the cloud login screen. 
 1.He didnt get any email 
 2. From Admin access i have clicked on Password reset. But still he was not able to get the password Reset Mail. 
 I have Checked the Email Box in Admin console and remaining all the other Mails are triggering but for only a single user it is not. 
 I also checked if the Mail address is correct or not. and it is correct mail address. 
 Also we checked in Spam mails in mail box too,... 
 
 Any Help 
 TIA :)

harshav420 · Accepted Answer

Thanks for the replies the Issue has been resolved.

Amit Mishra · Answer

Hi Harsha, 
Try to reset again after sometime with changed email address, you can change user's email anytime. Also, test with send email smart service by sending email to same user whether that is working or not? 
Still facing issue or not able to reset password, raise a ticket to Appian. Thanks

Shiva Valusa · Answer

Hi, Please replace the email id with any alternate email id and check if you are able to receive. if still same issue then create a support ticket with Appian since it is Cloud instance.