Are you or your users not being sent a confirmation code when trying to log in? This article will walk you through what this means and what to do.
At Perlego we use multi-factor authentication to ensure that your user accounts and data is secure.
When accessing from a new device, users will be emailed a confirmation code which they need to enter before logging in. This device will be remembered and they should not need to enter a code again in future. Each user is permitted up to 5 devices.
Why aren’t my users receiving the emails?
There are several reasons why a user might not receive the confirmation email. They’ll normally be related to the email a user has registered with, the recipients email rules and policies or an issue with Perlego’s email system.
Invalid Email Address
One of the most common causes is when the user has signed up with an invalid email address. This is most likely because of a spelling mistake.
You can check this quickly by logging into the Subscription Manager and looking for the user in the Manage Users table. Cross-reference the email in the table to the students actual email address.
If you identify a spelling mistake there’s two ways to fix this.
- Revoke the user and ask them to sign up again with their correct email
- Ask the user to contact our customer support team, they will help the user access their account so that they can update their email address
Marked as Spam
Whether marked as spam intentionally or accidentally, if a Perlego user has clicked This is Spam or Mark as Spam against an email from notifications@mailer.perlego.com they will not receive the confirmation code email.
Once we receive a spam complaint we will stop sending emails to that address.
If you only have one or two users not receiving the confirmation codes it may well be related to spam. Please submit a ticket and your account support team will investigate. If the user has marked Perlego as spam we will be able to reactivate email notifications.
ISP Block or Spam notifications
It’s possible your organisations mail servers are blocking emails from Perlego. This is known as ISP Block. ISP Block means that the message was sent by Perlego but rejected by your receiving mail provider and not delivered to the recipient. Most commonly, an ISP blocks happens due to a local policy by the receiving mail server, which will be managed by your IT team.
There are two options that can resolve ISP Block:
- Request your IT team add notifications@mailer.perlego.com to your safe senders list within your organisational policy, so that it applies across all users on your mail server.
- Whitelist the outbound IP addresses for our mail delivery provider, Postmark.
If your IT team need more information about the ISP block, you can request we share the full bounce error details with them.
Issue with Perlego’s email servers
Of course, you may try all of the above and there is still an issue. In this case, it may be an issue with Perlego’s email servers.
When you raise a support ticket with us we will always do our best to identify if the issue is on our end. If it is we will let you know and work to resolve it as quickly as possible.