If you are not receiving verification, sign-in, or password reset emails from CalmCompliance, check the email address, spam filters, and delivery logs first. Identity emails are mandatory and cannot be suppressed by notification preferences or Calm Mode, so the usual suppression checks do not apply.
Symptom. No verification, sign-in, or password reset email arrives after requesting it.
Cause. The email was sent to a different address, or the message was filtered into spam or junk.
Fix.
Confirm the email address registered on your CalmCompliance account.
Search your inbox for CalmCompliance or [email protected].
Check your spam or junk folder.
Symptom. The user cannot find the identity email, and the administrator wants to confirm it was sent.
Cause. The email may have failed at the provider level, or the user may be looking in the wrong organisation's log.
Fix.
Go to Settings > Notifications and open the Deliveries tab.
Look for a delivery row with the recipient's email address and a kind such as Identity Email Verification, Identity Sign-In Code, or Identity Password Reset.
Check the Status column. If it shows a failure, contact support with the recipient address and approximate time.
Because identity emails are account-level messages, the delivery row appears in every organisation's log where the recipient is a member. If the user belongs to multiple organisations, check the log in any of them.
Unlike ordinary notification email, identity emails bypass these controls:
Calm Mode — identity emails send regardless of the user's calm level.
Notification preferences — identity emails are mandatory and cannot be disabled per category or channel.
If the delivery log shows the email was sent but the user still cannot find it, or if the log shows a failure, open a support ticket. Include the email address, the type of identity email (verification, sign-in, or password reset), and the approximate time of the request.
For general Service Desk email delivery issues, see Troubleshoot Service Desk email delivery.
