> For the complete documentation index, see [llms.txt](https://docs.cw.crisisworks.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cw.crisisworks.com/security-and-support/faqs/troubleshooting/signing-in/failed-to-send-confirmation-code-to-reset-password.md).

# Failed to send confirmation code to reset password

## Problem

When trying to [reset your password](/concepts-and-fundamentals/on-a-computer/getting-access.md#recovering-your-password) you receive this message:

> Failed to send confirmation code to reset password

## Explanations

### Email not verified

This error may occur due to a failed email verification.

#### Solution

Check that your email is verified by [viewing your user account](/concepts-and-fundamentals/on-a-computer/your-user-profile-and-duties.md#viewing-your-user-account) and checking the Crisisworks ID section. If your email is verified, it will show up as Email Verified in green. If it is not, it will show up in orange as Email Not Verified. Let the Service Desk know, particularly if it is Not Verified, when contacting us.

## More Help

If you still need help, [contact the Service Desk](/security-and-support/maintenance-and-support/accessing-support.md).


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