Troubleshooting Account Confirmation Emails

Teachworks allows you to easily create user accounts for your employees and customers. To enable user access for an employee or customer, follow these steps.

When you enable user access for a user, an email is sent to the email address listed on their profile. The email contains a link that they can click on to register their account and set a password.

The following article will help you to figure out why a confirmation email hasn't been sent to a specific user.

Problem: User didn’t receive a confirmation email

Step 1: Check that the email address captured on the customer profile is correct

Follow up with your customer or employee to find out if the email address listed on their profile is captured correctly.

Step 2: Check that a confirmation email has been sent

If you’ve selected the “Enable User Account” option on a user’s profile and you’ve saved the settings, a date and time stamp will be captured on the user’s profile. To view this, go to the user’s profile and scroll to “User Account”. If you see a date and time stamp next to “Confirmation sent”, it means that a confirmation email was sent to the email address listed on the user’s profile.

Step 3: Check that the user account hasn’t already been confirmed

If the user account has already been confirmed by the user (in other words, if they’ve already clicked on the link in the email and set a password), a new confirmation email cannot be sent since the account has already been confirmed.

To see if this is the case, you can go to the user’s profile and look at the “Confirmed at” date and time stamp under the User Account section. If this field is blank, the account hasn’t been confirmed yet.

If the user account has already been confirmed, you may want to advise your customer / employee to reset their password instead. To do this, they can go to your company login page and click the “Forgot your password?” link to enter their email address and fire off a password reset email.

You can also do this on behalf of the user, but be sure to let them know that these emails are time sensitive. Password reset emails expire 6 hours after they’ve been sent.

Step 4: Ask your customer / employee to check their spam folder

It’s possible that the confirmation email may have ended up in the user’s spam folder. Ask them to check if this is the case.

Step 5: Contact us

If you’ve completed all the steps above, and the user still isn’t receiving a confirmation email, please send us a message so that we can check the email logs for you. In your message, you should include the following information to help us get to the bottom of the issue faster:

1. The name of the user
2. The email address of the user
3. The troubleshooting you’ve already done
4. Any other relevant information