User Didn't Receive a Code
There are several reasons an RMP User might not receive a code:
- They don't have an account
- They used the wrong email address
- Their account is disabled
- The email was sent but went to SPAM or junk
- Their organization is blocking emails from unknown domains
The place to start diagnosing this is the SAB Portal. Do the following:
- Login to scienceboard.com as an admin
- From the main admin page, search for the user. Tip: if you enter the email in the search panel first and then change status to "all", it is much faster.
- If the user is not found - then the user does not have the correct email address. Ask them if they might have used another email address or search for them by another field.
- If the user is found, check the following:
- Are they logging in with their work email instead of their contact email? This is a common issue.
- Is their status "active"?
- Do they have an Auth0 account? If not create one.
If you have determined they have a valid account, then you can submit a ticket to IT asking if the email was sent. IT can check Auth0 and confirm whether or not it was sent, but most of the time it was. The most common reason codes are not received is spam filtering. If the email is not in the recipient's spam or junk folder, their org may be blocking it. There is usually not much you can do at that point, other than suggest that the panelist use a personal email as their contact email, rather than their work email.