When you create accounts for users you have the option to send these new users a welcome email that contains their username, a temporary password link, and instructions on how to set up the mobile app. From time to time, we receive a support ticket from an administrator saying a user never received their email. I'd like to take you through some troubleshooting steps if you have a user saying they haven't received their email which will hopefully help you resolve the issue.
The welcome email your users will receive should look like this:
It is important to note that the temporary password link in this email expires 7 days after the email is sent. Be sure to let your users know about this when you are setting up their accounts, so they will prioritize setting up their new accounts.
For Administrators
Follow the steps below when a user notifies you that they haven't received their welcome email.
- Ask the user to check their Spam or Junk/Trash folder.
- Verify that the email address that you added to the account is the correct one.
- Ask the user to go to https://live.truecontext.com and click on the "Forgot Password" button. This will prompt the user to enter their email address and will send them an email with a link for them to reset their password, giving them access to their account.
- If you've completed steps 1, 2, and 3, and your user is still not receiving their welcome email, feel free to change the password for the user's account in the web portal and provide the user with the password directly.
For Users
Follow the steps below if you haven't received your welcome email.
- Check your Spam or Junk/Trash folder in your email app.
- If you cannot find the email, contact the TrueContext Administrator in your organization and ask them to set you up with a new password and send that password to you directly.
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Rasangi Disanayake
Technical Lead, Customer Support
TrueContext
Ottawa
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