I didn't receive my validation email. What should I do?

1. Check your junk mail

First, check your junk folder to see whether our verification email has been sent there. If you find our email in ‘Junk’, move it to your inbox to ensure future emails come through. You can then follow the verification link to finish creating your account. 

We also recommend adding our email addresses to your address book, so your email client knows they are safe: 

• [email protected]
• [email protected]
• [email protected]

2. Trigger a new email 

Enter your email address in the forgotten password form and click ‘Reset password’. This form is typically used for resetting your password, but it works for confirming your email address as well. 

3. Contact us

If this doesn't work, get in touch with us at [email protected]. We will check what email you are registered with, and if there are any technical reasons why our emails are not getting through. If you have a system administrator or IT team, we may suggest you contact them if we can’t find any issues. 

The most common reasons for not receiving the validation email are:

Your email thought we were junk.  

Please check your spam folder.

You've made a mistake when entering your email address. 

This is very common, and often happens because people add the wrong characters to the end of their email address (swapping ‘.com’ for ‘org’). 

Don't worry, it happens to the best of us. The most common mistake we see is using the wrong domain suffix (.com, .org)- for instance myname@myorg.com instead of myname@myorg.org.uk.  

• If you’ve only just created your account and can still see the confirmation page, you can check if you have used the wrong email address by hitting the back button on your browser. Sometimes, your browser will have saved what you entered.
• Alternatively, complete the form again. If your email address was correct before, you won't be able to register with it again. 

Your server is blocking Reach emails 

If it wasn't one of the above issues, it could be that your server is blocking us before we even get to your account. You may need to use a different email address or  raise it with your systems administrator.

Useful tips 

Add Reach as a “safe sender” 

Please try adding these addresses to your contacts so that your email knows Reach is a safe sender.

• [email protected]
• [email protected]
• [email protected]

Regenerate the confirmation email at this point. 

Enter your email address in the forgotten password form and click “reset password”. Note this will say you are resetting your password, but it works for confirming your email address as well. 

If this doesn't work, get in touch with us at [email protected]. We can check our logs to make sure everything is looking okay on our end. If we are unable to find an issue at our end, you may need to use a different email address or  raise it with your systems administrator.

We appreciate you sticking with us!