Occasionally, when an administrator creates another user (or when a coordinator registers or invites a new authority) the mail that the system generates to that user does not finish arriving.
When the user is new, the system sends him (practically immediately - a few minutes -) a first notification email, announcing a second email with the password that takes between 24 and 48 hours to be delivered. If after those 48 hours the email with the password (or even the first email) has not arrived, the best thing to do is to reset your password (checking before the address is well written on your user file).
That re-establishment sends a new password immediately (in less than 5 minutes you should get email with the new one). If, despite the reestablishment, it does not arrive, we will have confirmed the existence of a problem whereby the emails sent by IMI are not reaching that user.
This is most likely due to anti-virus/anti-spam rules in the systems that provide the mail service to that user. Sometimes some mail systems that have very strict anti-spam and anti-virus rules may decide not to deliver certain messages because they are considered (albeit undeservedly in this case) suspicious of being malicious.
To try to resolve (or at least confirm) this situation, the user with the problem must contact their computer services so that they look in the 'quarantine' area what messages there are (around the time at which the password reset has been made) addressed to that person, in case it were among those classified as 'bad' messages and therefore not delivered. In that case they could surely retrieve it and give it to him.
But as important as getting that first message back and getting it delivered, it’s the one that will be resolved for future emails. To do this, they should include in the 'white' list (the list of 'trusted' mail sources) the Commission's domain (you can see the sender's email address and use it to enter that exception in the white list) in a way that allows future messages not to be blocked.
If the contact with the computer services is complicated or delayed, it may be possible (only to leave the passage temporarily) to put as that person’s email address an address such as gmail, yahoo, etc. (i.e., a personal mailbox you have somewhere else) and reset your password. That way, she’d get her IMI emails (even if it was to an unofficial mailbox). Since IMI never sends sensitive information by mail (this information only resides in the system, and the mail is only used to notify that there are news that demands the intervention of the user) it is not a bad practice from the legal point of view (data protection, etc. ). But it’s still a hassle (it’s better for work issues to reach the work email) so you should continue to insist on the IT unit to make sure you’re not blocking these messages.