Invited Users Are Not Receiving Their Activation Emails

Why this happens

When a Super Admin adds a new user to Sertifi, the system sends an activation email to that address. Occasionally, this email may be delayed, land in spam, or fail to deliver due to the recipient's email system blocking it.

Steps to try first

1. Ask the new user to check their spam or junk folder.
2. Make sure the email address was entered correctly when the account was created — a typo will prevent delivery.
3. Wait a few minutes — there can be a slight delay before the email arrives.

If the email still hasn't arrived

Contact Sertifi Support and we can:

• Resend the activation email.
• Manually refresh the admin profile to trigger a new send.
• Manually create the account if email delivery continues to fail.

Contact us

Email [e-mail] with the new user's email address and your portal URL.