Can't reset my password, Called support and they sent me here

A few months ago I was testing a sophos xg firewall and created an account. I recently noticed I was getting a lot of heartbeat notification emails from sophos in my spam folder. I tried to log into my account to disable those and found that I couldn't reset my password. So I called sophos support. I was told that they could not find my email in their system even though when I try to make a new account with my email it says that it is already in use. Sophos support directed me to this site and said that the community forums is where I needed to ask this question.

I'm a bit confused with sophos support right now.

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[edited by: Gladys at 3:45 AM (GMT -7) on 29 May 2023]
  • Hi NeilH,

    Thanks for reaching out to the Sophos Community Forum. If you don't have a support entitlement via Licensed products then the forum would be the correct place to reach out. I suspect this is why they may have suggested that you try inquiring here. 

    Do you know if your email address was used to create an account in Sophos Central, or was the email address only registered to the Firewall appliance? 

    If you can provide me with the date on which you last received an email I can take a closer look into our system.

    Kushal Lakhan
    Team Lead, Global Community Support
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