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Student not receiving password reset link or CAS welcome email

When a student reports that they are not receiving their CAS Welcome Email or the Password Reset link, it usually means there is an issue with their registered email address or how it is stored in the system. Below are the steps to help you resolve the issue.
 
Step 1: Confirm the student’s email address

 

  • Ask the student which email they expect to receive CAS messages at.

  • Check your university’s student management system and CAS Shield to ensure the same email address is recorded.

Step 2: Make sure the sudent can access that email

  • Ask the student if they can still log in to that email account.
  • If they cannot, proceed to Step 4 to update it.

Step 3: Check for duplicate records in CAS Shield

  • In CAS Shield, UniAdmin users can search the student’s email address in the Config section to check for duplicates.
  • CAS Shield allows only one unique email address per student. If a duplicate exists, the system will not send the welcome or reset email.
  • If duplicates are found:
    • Merge the records carefully, keeping only one active student ID.
    • Double-check that the student’s personal email, not an agent’s email, remains on the record.

Note: A separate article on duplicate student records can be found here. 

Step 4: Update the student’s email address

If the student’s email needs to be changed, update it in your university’s student management system. CAS Shield will sync automatically depending on your integration type:

  • CSV or SFTP Integration

    • Update the email in your system.
    • Either upload a new CSV file manually or wait for the next SFTP sync.
  • API or SITS TK Integration
    • Update the email in your system.
    • CAS Shield will update automatically after sync.
Step 5: Ask the student to check spam/junk

  • Remind the student to check their spam or junk folders.
  • Suggest they add the CAS Shield domain to their safe sender list.

Step 6: Re-initiate communication

  • Have the student try the password reset again.

  • If needed, contact CAS Support to resend the welcome email.


If the problem continues and the email is not updating in CAS Shield after following Step 4, raise a support ticket with:

  • Student’s full name
  • Updated email address
  • University name