New user did not receive follow-up / login / verification email
Quick answer
Determine whether the user is a buyer, pre-register / contact, or questionnaire lead, then resend the appropriate instructions.
Platform
iOS, Android, Web
Area
Internal Operations
Related system
GHL, Auth Provider
Symptoms
If any of these match, this article is for you.
- New user says they signed up but got no follow-up email.
- User cannot verify because they never got the verification email.
- User is on an old replies / questionnaire list rather than buyers.
- Support manually sends login instructions.
Step-by-step solution
Support team checklist
- Ask for the signup email.
- Check whether the user is in buyers / admin.
- Check GHL contact and smart list.
- Check whether the onboarding workflow fired.
- Resend current login instructions (include the exp:// warning).
- If the contact is only an old lead, send the current signup link.
If it still does not work
- Document the case and any manual sends in the support log.
- Flag patterns that suggest the automation is broken vs. spam-folder issues.
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