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  3. Troubleshooting email confirmation for new account

Troubleshooting email confirmation for new account

The email sending service built into Share a Refund is highly dependable. Emails are sent within milliseconds from the system to the recipient using best-in-class security procedures. If you aren’t receiving the confirmation email, you may want to troubleshoot the problem. Outlined below are steps to resolve email confirmation errors.

Useful tip

Tap Resend Email Verification in the app to request another email to be sent. 

Check for the confirmation email

First, locate your spam folder in your inbox to verify the confirmation email wasn’t delivered there. If you do find the email in your spam folder, mark the message as Not Spam, and add the sender of the email as a contact in your account. This will keep future email notifications from being delivered to the spam folder.

Common issues

There are a few issues that could prevent the email from being delivered.

Email server security

Strict email security blocks messages from unrecognized senders. This can be resolved through an update on the mail server.

Mailbox is at capacity

Clean up the inbox to be able to receive the confirmation email message.

Invalid email address

The email address may have been captured inaccurately.  If there’s a spelling error, it can be corrected by contacting customer service.

What to do next

There are a few things that you can do as a reseller to assist users in such cases.

Enable the account

If the customer does not have access to the email account, or is unable to receive the confirmation email, login as an admin, and do the following:

  1. Go to the Edit User page.
  2. Update Enabled to Yes.
  3. Update Email confirmed to Yes.
  4. Tap the Update button.

Send a password reset

  1. Open an incognito window in your browser (e.g. Chrome).
  2. Go to the sign page of your reseller app.
  3. Tap Forgot Password text.
  4. Input the user email address.
  5. Tap Request New Password button.

This will send an email with a link to reset the user password. The link in this email will expire within a few hours of it being sent to the user.

How deliverability is ensured

Extra steps are taken to ensure that emails sent from your reseller account are delivered. DomainKeys Identified Mail (DKIM) gives senders the ability to associate a domain name with an email message for authenticity purposes. It is intended to prevent forged sender addresses in emails, which is a method often used in phishing and email spam. Before sending the email, that hash string is encrypted using a private key which is eventually decrypted back to the original hash string.

Updated on August 6, 2018

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