Troubleshooting Not Receiving a Temporary Password or Secure Access Code

In the event a cardholder or an administrator is not receiving a temporary password or a secure access code email, recommend the following troubleshooting steps:

If you are not receiving the code through the phone app, proceed to retrieve the code through the desktop dashboard. If successful, proceed to login through the app.
Check the email’s Trash/Junk/Spam/Other box
Add PEX Card to your trusted incoming emails address book:
Reset passwords come from - noreply@pexcard.com
Security access codes from - adminsupport@pexcard.com
Once you’ve saved the emails to your email’s address book, you may try to reset your password once more and should then receive the email with the code. An administrator may also reset a cardholder’s password.
Have an administrator change the email on file to a non-business email, such as an emaill address ending in yahoo, gmail, edu, etc. If the emails are successful in being received by a generic (non-work) email address, speak with your IT Department as soon as possible to whitelist the PEX domain, which would allow all PEX emails to be received to your company email addresses. When this occurs, the emails are being blocked by the company’s security filters and should be removed.

In the event your company IT Department has verified the emails are being allowed to be delivered to the receiver and you still have not received the temporary password or the secure access code email, please email AdminSupport@pexcard.com for additional assistance.

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