How can I troubleshoot email issues during user onboarding in Genea?
Email communication plays a crucial role in the user onboarding process in Genea. This article provides an overview of common email-related issues, their causes, and steps to resolve them.
Overview of Email Communication in User Onboarding
Genea uses email to facilitate user onboarding. Depending on the user's role and actions taken during the setup process, emails may or may not be sent. Here are the key points:
Admin Users: Admin users receive invitation emails to access the portal. If the email is not received, it could be due to spam filters or IT restrictions.
Standard Users: Standard users do not receive email links unless they are issued a mobile credential or set as an admin. This is because standard users do not have portal access.
Newly Added Tenant Users: These users receive an activation link via email, which is valid for 24 hours.
Troubleshooting Steps for Email Delivery Issues
If an email is not received, follow these steps to resolve the issue:
Check Spam or Junk Folders: Ask the recipient to look for the email in their spam or junk folder.
Whitelist the Email Domain: Ensure that the email domain used by Genea is not blocked by the recipient's IT department. This can often resolve delivery issues.
Role-Specific Email Behaviors
Admin Users: Admins are the primary recipients of invitation emails. Ensure their email address is correctly entered during the setup process.
Standard Users: These users will not receive emails unless specific actions, such as issuing a mobile credential, are taken.
Tenant Users: Activation emails are sent automatically but are time-sensitive, with a 24-hour validity period.
Time-Sensitive Actions
Activation links sent to newly added tenant users are valid for 24 hours. Ensure that the recipient acts promptly to avoid the need for re-sending the link.
Additional Resources
For further assistance, contact Genea Support or consult the Genea Help Center for more detailed troubleshooting guides.