New User Is Not Receiving Their Sertifi Invitation Email

Short answer: Ask the user to check their spam folder first. If the email isn't there, verify the email address in the portal and resend the invitation.

Step 1: Check Spam or Junk

Sertifi invitation emails are sometimes filtered into spam or junk folders. Ask the user to search their inbox for:

• Sender: [e-mail]
• Subject line containing: Sertifi

Step 2: Verify the Email Address Is Correct

1. Log in to your Sertifi portal as an Admin or Super Admin.
2. Go to View Admins or User Management.
3. Confirm the email address on file for the new user is spelled correctly.
4. If incorrect, update the email address and resend the invitation.

Step 3: Resend the Invitation

1. Locate the user in your portal.
2. Select Resend Invitation or Resend Activation Email.
3. Ask the user to check their inbox within a few minutes.

Step 4: Check for an EID Conflict

If the user has a corporate Enterprise ID (EID) and that EID is already linked to another Sertifi account, the invitation may not process correctly. Contact Sertifi Support with the user's EID and email address.

Note for Yahoo Email Users

Users with Yahoo email addresses may receive a blank or improperly formatted Sertifi email. Ask the user to try accessing the activation link from a different device or browser.

Still Not Working?

Contact Sertifi Support at [e-mail] with:

• The new user's name and email address
• The date you sent the invitation
• Any error messages the user is seeing