Customer Unable to Log In or Receive Verification Email

This article details steps to follow when a customer doesn't receive a verification email during account registration

Step 1: Check Customer’s Details in the StorAxxS Dashboard

Verify if the customer's registration is complete by checking their account in the StorAxxS Access Control Dashboard.

1. Select Customers from the left-hand side menu.
2. Search for the customer’s name using the search bar.
3. View the customer’s details and confirm if an email address is linked to their account.

• No email address? The customer may not have started the sign-up process or is in a ‘Pending’ state, awaiting email verification.
• Email address linked? The sign-up process is complete, and the customer should be able to log in.

If the customer has trouble logging in, it could be due to issues like entering the wrong password or using an incorrect email address. Verify their login details (email and password) and, if the problem persists, contact StorAxxS support.

Step 2: Wait a Few Minutes

Although the verification email typically arrives within 15 seconds, some email providers may experience delays. In rare cases, it can take up to two minutes to receive the email.

Step 3: Check Spam and Junk Folders

Some email services may automatically route the verification email to Spam or Junk folders, sometimes hidden in the folder list.

• Search for the subject line 'AxxS Verification Code' to quickly locate the email.

Step 4: Connect to Guest WiFi if Mobile Data is Poor

If the customer has poor mobile data, they can connect to the onsite guest WiFi if available:

• WiFi name: StorAxxSGuest
• WiFi password: WelcomeToStorAxxS! (include the exclamation mark)

This can improve connectivity for receiving verification emails.

Step 5: Contact StorAxxS Support

If the issue persists, StorAxxS support can verify the status of the outgoing email and provide the verification code over the phone if needed.

Contact StorAxxS support:

• Phone: (07) 3088 8092 (urgent)
• Email: support@storaxxs.com (non-urgent)

Provide the following details:

• Site name
• Unit name/number
• Customer name
• Description of the issue
• Steps you’ve already taken to resolve the problem