FAQ: SiD account confirmation email doesn't arrive

updated 8/24/2023

Q: I sent the SiD email confirmation to my new staff person. He never received it in his email in box. What happened to it?

A: Unfortunately, there is no way to guarantee account confirmation emails will go through. They can be stopped by the Internet Service Provider (ISP), by email security filters, or delivered to the user’s spam folder rather than their in box.

Troubleshooting tips

• IMPORTANT! The link in the confirmation email expires 48 hours after it is SENT from SiD. If the email is discovered after 48 hours have passed, clicking the link won't do anything. Nor is there a message that the link has expired.
  When troubleshooting, it's best to set aside a few minutes with the staff person having issues. Then they can check their inbox/spam folder, etc., all within the 48 hour window.
• If the original email link has expired, re-send the confirmation email from the Staff>Accounts screen. Remind the staff person to activate the most recent confirmation email link.
  
• Make sure you sent the confirmation email after setting it up.
  
• Look for typos in the email address you're sending to.
  
• Use a non-school district or agency email address for SiD accounts. 
• Make sure the staff person is checking the correct email account.
• Ask the staff person to check their email spam folder.
• Contact your IT department for help. If an email doesn’t arrive as expected, they can backtrack to see if the email was stopped before it reached the user.  They also have the ability to add the SiD sender address to the district’s internal safe senders list. Note: even when our email is on the safe senders list, we’ve had to be re-added to the safe sender list after a local security update is done. Here's the confirmation email your IT folks should look for:
  
• Please let us know if you're still having trouble: [e-mail].