Here are some of the most common reasons why Users might not activate their User accounts:
Account Activation Email Delivery Failure
Activation emails may fail to be delivered due to issues with the recipient's mailbox or incorrect email addresses in the system. When this happens, Channeltivity automatically suppresses emails to that address until the issue is resolved. You can troubleshoot email delivery issues using the portal's Email Log.
For example:- Incorrect Email Address: If the email address on the User’s profile is incorrect, the Fail Reason in the Email Log will display a message such as: "550 5.1.1 The email account that you tried to reach does not exist." Channeltivity will suppress all emails to that address until the User’s Profile is updated with the correct email address.
- Rejected by Mail Server: If the recipient’s mail server rejects the email (e.g., “550 5.4.1 Recipient address rejected: Access denied”), their IT Team or Mail Admin will need to add our sending address, app@channeltivity.com, to their safelist. Once the issue is resolved, you can unblock the recipient from the suppression list and resend the activation email. Learn more about this topic here: What happens when an email delivery fails?
- Incorrect Email Address: If the email address on the User’s profile is incorrect, the Fail Reason in the Email Log will display a message such as: "550 5.1.1 The email account that you tried to reach does not exist." Channeltivity will suppress all emails to that address until the User’s Profile is updated with the correct email address.
Account Activation Email Shows as Delivered but Wasn’t Received
Sometimes, emails are marked as “Delivered” in the Email Log, but the User reports not receiving them. This is often due to mail server rules that block or redirect the email. To resolve this:- Share the Message ID with the User so their IT Team or Mail Admin can trace the email. You can obtain the Message ID by hovering over the email entry on the Email Log and clicking the "View Details" button that appears on the right.
- Recommend that their IT Team or Mail Admin add app@channeltivity.com to the company’s safelist to ensure future emails are delivered to their inbox.
- Share the Message ID with the User so their IT Team or Mail Admin can trace the email. You can obtain the Message ID by hovering over the email entry on the Email Log and clicking the "View Details" button that appears on the right.
Users Don’t Recognize the Sending Address
Emails from Channeltivity are sent using app@channeltivity.com as the sender address. Some Users may hesitate to click links in the email if they don’t recognize the email address or domain. To address this:- Notify Users in advance that their account activation email will be sent from app@channeltivity.com. Also, recommend that their IT Team add our sending address to their company's safelist.
- Alternatively, you can configure Channeltivity to use your own SMTP server so emails are sent from your company domain (e.g., widgetcloud.com). However, before making this change, we recommend reviewing the pros and cons outlined in this article: Can I use my own SMTP server to send email from within Channeltivity?
- Notify Users in advance that their account activation email will be sent from app@channeltivity.com. Also, recommend that their IT Team add our sending address to their company's safelist.
By addressing these common issues, you can help ensure a smoother account activation process for your Users.
Related Documentation:
How Do I Resend a User's Account Activation Email?
A User did not receive their account activation/password reset email. What should I do?
What is the Email Log and how do I use it?
From which IP addresses and email addresses does Channeltivity send emails?