The HEIMDAL Dashboard can be accessed through an email user account that is assigned to the Enterprise customer/Reseller/Distributor account. Usually, these email user accounts are created by the Account Managers and they are linked to the type of customer created in the Admin section of the HEIMDAL Dashboard. Often, there are issues with customers not receiving the activation email due to restrictions/limitations in their environment.
THE HEIMDAL DASHBOARD user account cannot be activated due to the missing email
BEHAVIOR: the user/customer is complaining that he/she didn't receive the HEIMDAL Dashboard user account activation email (which should look like the one in the snippet below).
SOLUTION: the user/customer needs to check for any limitations regarding the emails coming from firstname.lastname@example.org. The email can end up in the Spam/Junk folder(s). Another option would be to delete the user account and have it recreated so that the setup emails (1 for the user account Activation, 1 for the initial password, and 1 for the setup) are sent again.
THE HEIMDAL DASHBOARD user account is activated but I don't know the initial password
BEHAVIOR: the user account has activated the HEIMDAL Dashboard user account but didn't receive the initial password email.
SOLUTION: user the Forgot Password feature (on the HEIMDAL Dashboard login page) to generate a new password. Make sure you also set up the 2-Factor Authentication (if enabled).
If none of the steps above fix the issue, please reach out to the HEIMDAL Security Support Team.