Troubleshooting Account Confirmation Emails

Teachworks allows you to easily create user accounts for your employees and customers. You can find the steps needed for enabling accounts for your users here: Enabling User Account Access.

When you enable a user account, an email is sent to the email address listed on the user's profile. The email contains a link that they need to click on to confirm their account and set up a password.

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

Step 1

The first step is to check that the email address captured on the user's profile is correct. You should follow up with the user to find out if the email address listed on their profile is captured correctly.

Step 2

The second step is to check that a confirmation email has actually 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.

You can view this by viewing the user’s profile and scrolling to the “User Account” section. If you see a date and time stamp next to “Confirmation sent” field, it means that a confirmation email was sent to the email address listed on the user’s profile.

Step 3

The third step is to check that the user's account hasn’t already been confirmed previously. 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.

You can go to the user’s profile and look at the “Confirmed at” field. If there is a date and time stamp, it means that the account has been confirmed. 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 “Reset your password” link. They'll be prompted to enter their email address to receive the 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.

NOTE: Password reset emails expire 6 hours after they’ve been sent.

Step 4

The next step is to ask the user check the spam or junk folders in their email inbox. It’s possible that the confirmation email may have ended up in one of these folders.

Step 5

If you've attempted all of the steps above and the user still has not received a confirmation email, the final step you should take is to contact us at support@teachworks.com. We'll be able to check the email logs for you.

When reaching out to us, please include the following information to help us get to the bottom of the issue faster: