Frequently Asked Questions

I forgot my password. What do I do?

If you’ve forgotten your password or don’t remember setting one in the first place, you can reset your password to regain access to your account. To do so …

Go to the login page.
Click on the forgot password link.
Enter the email address associated with your account. You’ll receive an email with a link to reset your password. If you don’t receive the email within a few minutes, check your spam folder.
Click on the link in the email and enter a new password.
Log in with your new password.

I'm locked out of my account. What do I do?

If you enter an incorrect password five times in a row, you will be temporarily locked out of your account. Additional unsuccessful login attempts after that will increase the time that you’re locked out. To be able to log in, wait for the duration of time specified and then enter the correct password, or reset your password using the link on the page.

How do I prevent users from changing their name, user ID, or location?

To control which fields are editable to users without the Admin role, follow the steps below:

Under the the Administration section in the left menu, click Company.
Navigate to the Settings tab, and scroll down to the User Security and Info section.
Use the switches to control which user fields are editable.
Click Save Changes.

How can I control which notifications recipients receive?

To learn how to control which types of notifications recipients receive, check out Controlling recipient notifications.

Why are reminders and escalation notifications not being sent when I expect them to?

If you have reminders or escalation enabled and you find that the notifications are not being sent when you expect them to, check that your mailroom’s hours of operation are set properly. The times set when configuring reminders and escalation are set in working hours, meaning those times will only elapse during the mailroom’s hours of operation.

To learn how to change your mailroom’s hours of operation, check out Changing your mailroom’s hours of operation.

How do I enable single sign-on for my organization?

To learn how to enable single-sign on for your organization, check out Setting up single sign-on (SSO).

What is the difference between the different workflows for receiving mail and packages?

To learn all about the different workflows available for receiving mail and packages, check out Workflows.

How can I search for a package by tracking number?

You can search for a package by tracking number in a few places:

Active Items page
When viewing the items within a storage group
Pending Requests page

To search for a package by tracking number, enter part or all of the tracking number into the search field above the table.

Where is my mail piece or package?

While we can answer your questions about using Received Digital, you’ll need to contact your mailroom with questions about specific mail pieces or packages. If your question is about an item you see in your Inbox in the application, you can follow the steps below to add a comment to the item for your mailroom to respond to:

Find the item in your Inbox, whether it’s under the New, In Process, Completed, or Archive tab. Click on it to navigate to the item details page.
Scroll down to the Comments section at the bottom of the page.
Add your comment to the text box, and ensure the Notify Mailroom switch is toggled on. This ensures the mailroom will receive a notification when you post your comment.
Click Post. Now you can wait for a response from the mailroom.