| User Roles |  Admin |  Staff contributor | External contributor | Pulse user |
If you haven’t received an expected email - such as a welcome email or a password reset email - follow these steps to identify and resolve the issue.
Table of contents
Is your account activated?
The first step is to ensure your account is activated. Without activation, you won’t receive any emails from Silverfin.
What to do:
Contact an Admin at your firm to verify and complete your account activation.
Has your email address hard bounced?
Even if your account is activated, there may be cases where emails don’t reach you because of a hard bounce. A hard bounce occurs when an email delivery fails permanently, which could happen due to:
- A non-existent email address.
- An invalid email address.
- Strict email security filters.
What to do:
Contact Silverfin Support. The support team can investigate and reactivate the email address.