Use this guide when a team member tells you the password reset email never arrived. Walk through it with them, in order. Most cases are resolved in under a minute.
When someone logs in for the first time — or forgot their password — the flow is designed to take under two minutes end-to-end:
unique1234.noreply@uniqueonthego.com.If step 2 appears to have failed, this guide is for you.
Go through these with the employee, in order. Do not skip ahead — steps 1 and 4 resolve the vast majority of cases on their own.
Open the Hub, go to the employee's record, and read their email aloud. Ask them to spell back the address they're typing into the login screen. This is the single most common cause. A typo in the domain (gmial.com, hotmial.com) or a missing dot will silently fail — Firebase still returns a success message, but the email goes nowhere reachable.
unique1234 exactlyAll lowercase, one word, no spaces, no dashes. Mobile keyboards love to capitalize the first letter or insert a space. Have them delete the field and retype it slowly, watching the password-visibility toggle if available.
Reset emails normally arrive in under a minute, but greylisting, corporate mail filters, and mobile carrier Wi-Fi transitions can delay delivery by several minutes. Have them keep their email app open and refresh.
This is where the email actually is 90% of the time. "Check your spam" is not enough — walk them through the specific tabs for their provider:
uniqueonthego.com may need to be allow-listed at the gateway.Once the email is found, have them add noreply@uniqueonthego.com to their contacts, or mark the message as Not spam / Move to Focused inbox. Future resets will land cleanly in the main inbox.
Each time they submit unique1234, the system generates a brand-new reset link and invalidates the previous one. If they find an older email after retrying, tell them to ignore it — it no longer works. Use only the most recent message.
If step 1 uncovered a mismatch, update the address in the Hub and have the employee try again. A single retry after the correction is enough; do not loop through the whole checklist a second time unless something new comes up.
If you've completed steps 1–7 and the email still hasn't arrived, contact support. Include:
A few shortcuts look helpful in the moment but cause real problems. Avoid all of these:
One hour from the moment it's generated, and it can be used only once.
No. Every new login attempt with unique1234 invalidates any previous link. Always use the most recent email.
They can open their email in any web browser (Gmail at mail.google.com, Outlook at outlook.com, etc.) and follow the link from there. The same folder checks apply.
Update the new address in the Hub before having them retry. Otherwise the reset email keeps going to the old, unreachable mailbox.
No. It means the employee's mail provider classified our sender as promotional. The reset link itself is the same secure, single-use link Firebase would send to any inbox. We're continuously improving deliverability, but if it's already in spam, the fix is simply to whitelist the sender (step 5).
Email support@uniquepunch.app with the information listed in step 8. We'll get back to you with a direct next step.
Please do not share passwords, reset codes, or reset links in the email itself — we never need them to help you.
This guide is for supervisors. If you are an employee and your password isn't working, please contact your supervisor first — they can walk through this checklist with you in under a minute.