If a customer has reported not receiving an activation, there are a few checks you must do before checking the status of the activation email.
The first thing to consider is, have they actually signed up? In some cases, a customer may thought they signed up, but they hadn't actually completed the sign up.
- Go to the Contacts tab and do an advanced search
- First, add the customer's email as a search filter. Click in the search filter box, then select 'Email', found under 'Channels'.
- Click to add another search filter. Find 'Contact state' on the second page of the 'General details' section.
- Add the 'Contact state' filter 'Unconfirmed loyalty enrolment' (this searches for any unconfirmed accounts).
If the customer signed up with that email and haven't activated their account yet, they will appear in the search results. If they don't, they haven't signed up.
However, they could've signed up with a typo in the email or a different email.
Remove the 'Email' search filter by clicking then search. Look through the unconfirmed accounts for any registration that could be theirs. If you have their name, you can look for this. If you have a rough date/time, you can use this to find any registration, by comparing it to the 'Last updated' date/time.
If you find a registration that could be theirs, click
In the pop-up window, look at their email. You'll be able to confirm if it was a typo or a different email.
How to check status of the activation email
Once you've confirmed they signed up, ask them to confirm it's not in the spam/junk folder.
They may have rules set up in their email client, that automatically moves emails to a particular folder. So it's good to check they have fully checked through their emails.
If the customer still can't find their activation email, you can check in Horizon to see the status of the email.
- As above, use the 'Contact state' and 'Email' search filter to find their unconfirmed account.
- Click to the right of the contact record.
- In the 'Channels' section, check whether there is a red circle to the right of their email. A red circle means a customer is blacklisted. This happens when an email address is unreachable, which usually means their email address is invalid. If they are blacklisted, you'll need to raise a support request with us. A member of the support team can find out why they were blacklisted, and if it was a temporary fault the email can be removed from the blacklist.
- If the customer isn't blacklisted, scroll down to the bottom section 'Recent campaign activity'. This is the status of the last email sent to that customer. There are four status' you could see here, although you'll most likely only see 'Last sent' and 'Last delivered'.
- 'Last sent' was the date/time the email was sent. If they have the 'Last sent' status and not 'Last delivered', it means the email still hasn't got through to them. This can be caused by a busy period for the email provider, or if there are temporary issues for the email provider.
- 'Last delivered' was the date/time the email reached the customer's email. If you see this message, it means the message has successfully reached them. If the customer insists they can't find it, they should check with their email provider to find out what happened. It may be that the email provider have high spam filters that are stopping the message from getting through. You should provide the customer with the date/time the message was delivered, as it will help their IT team find the message in their logs.
- 'Last responded' means that the customer has opened the message, but they haven't clicked anything.
- 'Last engaged' means that the customer has clicked a link in the message. If they have this status and they are unconfirmed, it could be that they have clicked a link other than the 'Activate' link (e.g. a website link).