After registering an account, every user is sent an activation email to click and activate the account.
What happens when the user doesn't receive the activation email?
- Note: If the account doesn't exist, that means that the wrong email was registered. Have them go back and re-register with the email address.
For Individual Accounts
If an Individual user logs into their new account without activating it, the following popup window will appear.
Click the blue Resend Account Activation Email button will prompt the system to resend the account activation email to the user.
For Firm Accounts
Firm Administrators will be able to resend the account activation email to their new users if they did not receive it the first time. Click the three-line ("hamburger") menu button, then click on Firm Management to open the Firm Administrator's management menu. Click on Firm Users to head to the Firm Users page.
Click the Edit (Pencil) Icon to edit the user account that has not yet been activated. Click the Resend Activation Email button on the Edit User window to resend the activation email.
If the activation email was able to be resent and the user still hasn't received the activation, it is possible that their email service provider has blocked the outgoing activation email, click here to learn how to add the incoming email address to a safe senders list.