--- title: My token has not arrived description: So you have not received the token to reset your password or login. Here is some general advice before contacting support. --- [Skip to content](https://knowledge.treeviewdesigns.co.uk/knowledge/my-token-has-not-arrived#main-content) ![Our Tree View Designs company logo](https://knowledge.treeviewdesigns.co.uk/hs-fs/hubfs/tvd-final-light-transparent.webp?width=300&height=48&name=tvd-final-light-transparent.webp) - [Submit a support request](https://knowledge.treeviewdesigns.co.uk/knowledge/how-do-i-contact-tree-view-designs-for-support) Open main navigation Close main navigation - [Submit a support request](https://knowledge.treeviewdesigns.co.uk/knowledge/how-do-i-contact-tree-view-designs-for-support) How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://knowledge.treeviewdesigns.co.uk/knowledge?hsLang=en) 2. [User Accounts](https://knowledge.treeviewdesigns.co.uk/knowledge/user-accounts?hsLang=en) 3. [Support](https://knowledge.treeviewdesigns.co.uk/knowledge/user-accounts?hsLang=en#support) # My token has not arrived ## So you have not received the token to reset your password or to login. Here is some general advice before contacting support. - Has the token been banished to your Spam Folder? You may need to have your IT team whitelist **mail@treeviewdesigns.thirdparty.nhs.uk** is this is a regular occurrence. Or you can white list the email yourself. - Have you entered the correct email address to request the token? **Most Common Issue: Delay within nhs.net** Often there are issues with nhs.net which can cause delays to incoming and outgoing emails and our email may get delayed. You may already have experienced this recently so please check with your IT team. At the bottom of the token email, you will find the date and time when it left our system. 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