If you requested a Western Digital password reset email and it hasn't been received yet, follow these steps to troubleshoot the problem. *END
Description
The change or forgot password, unblock account, or invitation email not delivered or received.
- Email address used is not correct or has typographical errors.
- Email address is not in the Western Digital Account database.
- Account Blocked due to Suspicious Login Behavior instead of Consecutive Login Attempts.
- ISP or local mail server filtered or blocked email from noreply@accounts.westerndigital.com.
- ISP or local mail server blocked email delivery to the email account.
- Amazon Simple Email Service used for email delivery may have experienced a service disruption.
- Change or forgot password, unblock account or invitation email delivered and filtered to a different folder or location.
Need more help?
Answer ID 32163: Steps to Reset My Cloud OS 5 and My Cloud Home Password
Resolution
Email Address
The email address must be correctly spelled.
It must already be in the Western Digital Account database for an My Cloud OS 5 or My Cloud Home product.
- An incorrect email address will not result in delivery of an email.
- Contact WD Level 2 Support to see if the email address is in the database.
Account Blocked Notice
There are two types of Account Blocks for Western Digital accounts.
They have different reasons and messages.
- Account Blocked (Consecutive Login Attempts)
- Occurs after 5 failed login attempts.
- Sends Suspicious Login Attempt email.
- The password can be changed to Unblock the account from the email.
- Account Blocked (Suspicious Login Behavior)
- DOES NOT send Suspicious Login Attempt email.
- DOES NOT allow to Unblock by changing the password.
- It will allow login within 1 to 2 hours.
Need more help?
Answer ID 30799: Account Blocked (Locked Out) due to Consecutive or Suspicious Login on a My Cloud OS 5 or My Cloud Home
Email Folder Search
- Check the Spam, Social Media, Trash, Junk and other folders for the email.
- Search for Western Digital Account or noreply@accounts.westerndigital.com.
ISP or Local Mail Server
The ISP or local mail server may block or filter emails from noreply@domain.com.
Contact the ISP or IT Mail Server Admin to see if emails:
- from noreply@accounts.westerndigital.com are blocked or filtered.
- to see if emails have been blocked from delivery to your account.
Amazon Simple Email Service
Password change, forgot password and invitation email use Amazon Simple Email Service to send emails.
There may be some problems with that service.
- Check AWS Simple Email Service Status for service issues or scheduled maintenance.
- Check Amazon Simple Email Service Status History for service issue history.
- Invite the Guest again.
Click Change or Forgot Password again.