Some customers are not receiving confirmation emails – what can we do?

Bugs / Site Issues
1

Not all customers who register on app.quality.de receive a confirmation email. Their accounts are created, and we also set them to Premium, but they say it still does not work. What should we do?

We can see the registered users, but their accounts do not seem to be functioning properly. Is there also something we can do manually if we know the person, for example confirm their account by hand?

1 Like
2

Hi @quality ,

Thank you for your patience while this was being reviewed.

Our engineering team has recently pushed a number of updates and fixes related to verification flows, and the issues that had previously been identified in that area have since been addressed. We also tested the confirmation email flow on your Portal from our side, and the email was received as expected.

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That said, I understand your concern, especially since you are seeing users get created and assigned access groups, but still are unable to complete the process successfully. There are a few possible causes, including confirmation emails being routed to spam, users having previously marked similar emails as spam, or the email address being entered incorrectly during registration.

  • To help us narrow this down, could you please clarify whether the issue is happening in the standard sign-up and email verification flow, or whether it is happening when users are invited to an access group and then create their account after accepting the invitation?

  • It would also be very helpful if you could either reply here or email us at info@pickaxe.co with the list of affected users. Once we have those details, we can check on the backend whether the emails were successfully delivered, bounced, blocked, or encountered another issue.

Regarding your question about manually verifying a user, that option is intended to be available under Manage Users → select a user → Profile Settings → Edit User Profile. There you should see an Email toggle that is meant to allow manual verification.

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However, that specific functionality is currently affected by an existing issue tracked under PRD-668, and it is undergoing a fix at the moment. I will update you as soon as that fix has been pushed.

In the meantime, the most helpful next step would be for you to share the affected user list and confirm which flow is failing, since that will allow us to investigate the issue more effectively.

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Hi @quality ,

Thank you for your patience.

The manual email verification issue tracked under PRD-668 has now been fixed. I tested it on my side, and it now appears to be working as expected.

You should now be able to manually verify a user by going to Manage Users → select a user → Profile Settings → Edit User Profile and turning on the Email toggle.