A customer receives a verification email when they first create their Public portal account. If they don't receive this email what can you check to help identify the problem?
The key place to look is in the Public portal accounts list. This list displays all public portal accounts that have been created in the system. If a record does not exist in this list with the customer's email address then it hasn't been used to create an account yet.
Sometimes customers will mis-type their email address so it is always worth searching on just their Surname and/or First name to check if this is the problem. If you do find an account with a mis-typed email address then you just need to ask the customer to go back on the public portal and create an account again with the correct email address.
If you do find a record using the customer's email address then their public portal account has been created correctly. A flag displays whether the customer has confirmed their email address or not.
If they have not confirmed their account then you can send them another email by editing their account record , ticking the Send password reset email and then clicking SAVE ACCOUNT. This will send them a password reset email that also verifies their email address at the same time.
If the email address is correct then the most common reasons for a customer not receiving emails from the system are:
Their mailbox is full
They need to remove old messages to free up some space. Once this has been done the password reset email can be resent.
The message has been classed as Spam
The message may have been delivered into their Spam/Junk. If so if they move it into their Inbox then any subsequent messages from the system should be delivered correctly into their Inbox.
Their mail provider may have flagged the email as Spam and not delivered it their mailbox at all. This is rare but we have seen some instances of this happening. If the customer sends a message to the email address that is used for sending comms out of the system then this marks the address as a 'Safe' address. Resending the password reset email should then see it successfully delivered.