Overview
When you invite a new user to your organization, they receive a verification email at the address you provided. The user must click the verification link in this email before they can log in and access the organization based on their permission level.
Verification emails often end up in junk or spam folders rather than the main inbox. This is the most common reason users report not receiving their invitation.
[SCREENSHOT: an example verification email from LIGR showing the sender address and the verification link]
Check Junk or Spam Folder First
If a new user says they haven't received their verification email, the first troubleshooting step is always to check their junk or spam folder, since the verification email is almost certainly there. Have the user work through the following steps:
1. Open their email client.
2. Navigate to the junk, spam, or trash folder.
3. Search for emails from LIGR.
4. Find the verification email and click the verification link.
Mark LIGR Emails as Safe
After locating the verification email in spam, users should mark emails from LIGR as safe to ensure future delivery to their inbox. This prevents verification emails, password reset emails, and other important account notifications from being filtered. The process for marking emails as safe varies by email provider, including:
• Gmail
• Outlook
• Yahoo Mail (MacOS)
• iCloud Mail
Marking LIGR as a safe sender ensures all future emails from LIGR deliver to the main inbox rather than spam.
[SCREENSHOT: the "mark as safe sender" or "add to contacts" option in a typical email client's spam folder]
If Email Is Genuinely Missing
If the user has checked their junk and spam folders thoroughly and the verification email is truly not there, contact support via the chat function in the bottom right corner of the Help Center. Support can resend the verification email or investigate any delivery issues preventing the email from reaching the user's inbox.
Prevention
To prevent future email delivery issues, keep the following in mind:
• Proactively tell new users to check spam folders when you send invitations.
• Have users mark LIGR as a safe sender immediately after receiving their first email.
• Keep support contact information handy for users who genuinely don't receive emails.