If you have been added as a user to an account on Marketing 360® or Websites 360® but have not yet received an email to access your account, then there are a few steps to take to troubleshoot.
When you are added as a user, you should receive an email that looks like one of the examples below. You will need to open the email and follow the link inside to complete your account creation process.
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1. Check Your Other Folders
If you do not see the email in your primary inbox, then it may have instead ended up in another "folder" or "tab" in your inbox. Sometimes, these are named Promotions or Social. Check the other folders to see if the email is there.
2. Check Your Spam Folder
You should also check your Spam or Junk folder. If the email is indeed in your spam folder, then you should be presented with an option to mark the email as "Not Spam." By marking the email as "not spam," you will ensure that the emails from that address will not be flagged as spam in the future.
3. Add the Email Address to Your Safe Senders List
If the email is not in any folders, including your spam folder, then you can try to add the email address to your "safe senders" list. This involves setting up a filter that directs your email server to always deliver the emails from that email address to your inbox.
Below are the email addresses that you will want to add to your safe senders list using the steps below:
Filtering an Email Address in Gmail
1. Sign in to your Gmail account and click on the "gear" icon at the top-right corner of your inbox. This will open a drop-down menu where you will select Settings.
2. Once in your Settings panel, select Filters and Blocked Addresses at the top of the screen.
3. Click Create a new filter.
4. In the text box next to From, copy and paste our email address.
5. Click Create filter.
5. On the next screen, check the box labeled Never send it to Spam and click Create filter to save.
Filtering an Email Address with Yahoo! Mail, Outlook, and AOL, and More
You can create filters for specific email addresses in other email platforms by creating filters and managing spam settings.
4. Submit a Support Ticket
If you still are not receiving the verification email after following all of the steps above, then please visit this page to submit a Support ticket. Please include your account number (or business name, if you don't have your account number on hand), as well as the email address for the user account that you're trying to add.
If You Receive the Email but the Link Doesn't Work
Sometimes, users of the Microsoft Outlook or Office 365 email platforms may experience an error message upon clicking the link in the verification email. If this occurs, it is because you have "Safelinks" turned on in your email settings. When Safelinks is enabled, then the system scans the email for viruses, which includes viewing the link - when the system "views" the link, it counts as a "click," thus causing the verification link to expire.
To resolve this, you can follow these steps to temporarily turn off Safelinks. After doing so, you will want to re-send the email invitation. After successfully creating your account and logging in, then you can turn Safelinks on again.