Sometimes users may not receive their account emails, and this could be for several different reasons, including but not exclusively the examples below.
- Their local network policy is blocking or grey-listing their mail;
- They have blocked the notifications@boltspark.com email address;
- Their email address may be incorrect;
- The emails are going into their Spam/Junk /Clutter folder
Whatever the case may be, in order to access their account they may need the link contained in that email. There are two workarounds for this.
Forwarding or Resending from Spark
Begin by going to the user's account, and selecting the Logs/Advanced tab.
In the Communications tab, select the email you wish to forward or resend by clicking the title of that email.
This will open the content of the communication that was sent, allowing you to review when the email was sent by the platform, the email it was sent to, and the content of the email.
Click the "Resend..." button in the bottom left corner of this view.
The email resend options allow you to review the original message before sending, though you cannot make edits to this mail.
You will also be able to review the recipient of the message, and update it to a different email address if needed. This could be an alternate email address belonging to the user, such as their personal address instead of their work address, or a different business email address that you intend to forward this communication from further.
When you have confirmed the email address is correct, click the green "Resend" button to resend or forward this communication.
Copying links into Separate Emails
An alternate method of doing this is to copy the link out of the email and send it to the user directly, instead of forwarding to a different address.
Begin by going to the user's account, and selecting the 'Logs/Advanced tab'.
In the Communications tab, select the email you wish to forward or resend by clicking the title of that email.
This will open the content of the communication that was sent, allowing you to review when the email was sent by the platform, the email it was sent to, and the content of the email.
In the content of the communication, scroll down to the bottom to see the "Access your training" link.
In the case of this being a first communication to the user or a Password Reset email, this is a unique one-time use link - once it is used to set the password for the account, it will not allow the password to be set again and will instead just direct the user to the log in page. You can click the link without "using" it so long as you do not complete the interaction.
Right-click the "Access your training" button, and copy the link address.
Then, you can paste the link into any email you send, and the user can click it directly to use it. The URL will look similar to the below example. Please do not edit this link as it will not work if changed.
They should then be able to use the link to set the first password for their account and access their training, or reach the login page.