As an admin, how do I help a colleague who isn't getting her verification email and can't log in

[Polly]

We used to access Trello in the browser but the app has been downloaded for us and my colleague has been asked to log in (I was already signed into the app so I was not asked). The verification email is not getting through to her yahoo mail - we've checked her spam folder, nothing there. How can we get her logged in? I'm set up as an admin in our workspace. Thanks for any help.

[Mirek]

Hello @Polly 

Just to clarify.. Everything is working fine via browser when you use Trello but the problem is with the desktop app.. Is that correct? 

To troubleshoot I would create a yahoo test user and see if this user is receiving the email. If not then something specific might be with Yahoo email accounts.. maybe some settings.. 

[Sakshi Verma]

Hi @Polly , Welcome to the community!

Is the user able to access Trello via a web browser? Can you share the affected user's username? I will take a look on our end to see if I can spot anything in the logs.

Thank you!

[Polly]

Hi @Mirek and @Sakshi Verma

Thanks for your responses and sorry for the delay in coming back to you. To answer your question, my colleague can't access Trello through the browser or the app. The email verification code is not coming through to her yahoo mail. It would be better if she could verify through an authenticator app as we use one for other apps. Her username is @grainger_c

Thanks for your help.

[Polly]

Hi @Sakshi Verma 

Did you have any luck in the logs? We tried removing my colleague from the workspace yesterday to re-invite her but of course, it's her Trello login where the issue lies and so we're still stuck with no verification code coming through to her yahoo email. Any help you can give us is much appreciated. Thank you.

[Sakshi Verma]

Hi @Polly  ,Thank you for sharing the details !

I have reviewed the log, and it indicates that the emails are being delivered. I have tried to unsuppress the email address again. Can you ask the user to try now and see if they receive any emails?

Whenever the user logs in from a new device, it asks for a code as an additional security measure.

Thank you !