Pivotal Knowledge Base

Follow

Pivotal Support Account Verification Issues

Environment 

Pivotal Support Portal

Purpose

This article discusses some of the common issues that portal users come across when registering the support cases with the Pivotal Support Portal.

Procedure 

Your email address needs to be verified when you sign up for the Pivotal Support.You should receive an email from Pivotal to the registered email address used in the signup process. The email will contain a verification link; click on the link to complete the signup.

We have identified two common issues preventing users from completing the registration process.

1. You did not receive the verification email

The information below outlines common reasons for missing the verification email and what can be done to resolve this problem:

  • Mistyped or incorrect email address. Please double check the email address that you have entered. If you are not sure if you typed the correct email address, please initiate the registration process a second time, double checking the email address.
  • Spam folder.If you're using email clients like Thunderbird or MacMail, they have a SPAM filter built into them. While we do our best to ensure the outgoing email does not look like Spam, sometimes the email clients will accidentally classify the registration email as a Spam.
  • Corporate Spam Filter and compliance policy. Some corporations, businesses, and universities provide Spam filtering through a dedicated device which intercepts incoming email and moves potential Spam into a separate queue. This happens at the SMTP server level. If you are unable to find the verification email in your inbox, contact the IT department. They should be able to review the inbound logs and further investigate the reason that the verification email has not been delivered to you. 
  • Add our no-reply@run.pivotal.io and admin@run.pivotal.io addresses to your contacts as these are used for sending the verification emails.

As an initial troubleshooting step, reset your password via the Reset Password link https://account.run.pivotal.io/z/uaa/forgot-password.

Sometimes, this email will bypass your domains Spam Filter and will help us in verifying your account.

Most of the emails arrive within seconds. However, depending on the mail delivery system in use by your organization, wait 30 to 60 minutes to see if the email has just been held up for its delivery.

If after that time, you have still not received the email, then let us know by opening a Support Case with the customer-service@pivotal.io.

Note: When opening a Support Case, clarify that you have followed all of the steps mentioned above and your IT team has confirmed the email has never reached your organization's mail servers.

  

2. The activation link has expired

The information outlines common reasons why the link may show up as expired:

  • The user clicked on the link 60 minutes after the email was sent. The verification links last only for 60 minutes after you click on the link. Once 60 minutes have passed, you will see the following message:Screen_Shot_2018-03-21_at_2.52.17_PM.pngIn this case, request a new verification email and a fresh link by clicking on the link in the message box that will appear (as shown above).

  • Anti-Spam and Security software. Some corporations use security software that activates the verification link first and the user is unable to utilize the link.

If you are able to disable security or anti-spam locally on your machine, do so. 

If you have tried any of the above and the link still is marked as expired, open a Support Case with our Support Team by emailing at customer-servive@pivotal.io.

Note: When opening a Support Case, clarify that you have tried generating a new link and it has expired after clicking on it.

 

Comments

Powered by Zendesk