A user did not receive the verification e-mail

The verification e-mail depends on the installation's e-mail sending and on the limit of e-mails that can be sent to one address. Check the causes below in order. What the person can do themselves is described in The verification or password e-mail did not arrive.

The e-mail is waiting in the outbox

On the E-mail outbox tab of the Administration → System health screen, find the e-mail to the person's address. If the status is Not sent (in outbox), e-mail sending is off in the installation. You can take the link with the View content button and pass it to the person. The steps are in Forwarding a Link from the E-mail Outbox.

The e-mail could not be sent

If the status is Failed, the error text on the row gives the reason. Try the e-mail settings with a test e-mail, then send the e-mail again with the Resend button. The settings are in Configuring Outgoing E-mail.

The e-mail was sent but did not arrive

If the status is Sent, the e-mail has left the server. Ask the person to look in their spam folder. Check the SPF, DKIM and DMARC records of the sender domain as well.

The link was requested too often

Password reset and verification e-mails are sent to one address at most three times an hour. Once the limit is passed, the screen gives the person the same answer, but no e-mail goes out. The person can ask again an hour later, or you can use one of the ways below.

Verifying the address another way

Create a One-time password link on the person's page and pass it to the person. When the person sets their password with the link, their address is verified too. If you have confirmed through another channel that the person uses that mailbox, you can also use the Verify e-mail manually action. Both actions are explained in Managing User Accounts.