Delivery of system-generated emails fails when creating a new license. System emails are triggered by new account creation and password resets. Welcome emails are sometimes caught by Spam or blocked by security.
- Cloud licenses
- Local licenses
This issue may occur if the email was entered incorrectly, Spam filters caught the message, or the user's inbox is full. Occasionally, an organization's security practices block our automated messages. Extending, renewing, or making changes to a current nTopology account does not automatically trigger an email.
Take the following troubleshooting steps:
- Check your spam and bulk folder for messages from email@example.com.
- Add firstname.lastname@example.org to your contacts.
- Browse to app.ntopology.com and click Forgot Password. This step generates a new email.
If the issue persists after taking these steps, contact Support to verify that the system uses the correct email. We may need to speak with your IT department to diagnose fully. As a workaround, users can provide nTopology with an alternate email.