Resending a verification email

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  • Ryan McLennan

    Is there a reason that this option is greyed for all users including myself?

    I have verified the email address is correct and our Help Center is active. 

  • Lisa Kelly
    Zendesk Documentation Team

    Hi Ryan,

    What's your user role? If you're an Admin, this link should be active (not dimmed) when you open an End-User and Agent accounts, but it will be dimmed for other Admin accounts (including your own). If you're an Account Owner, this link should be active for all accounts (including your own). 


  • Candra Sejahtera Mandiri

    Hi Lisa,

    How to solved the problems, I am Owner Account but the email primay verify now not active.

    I am wrong delete primary account email in profile. please can give me solution the case.



  • Jessie Schutz
    Zendesk Team Member

    Hi Candra!

    I want to make sure I understand your question: you are the account owner on your Zendesk. You deleted the primary email on your use profile, and you need to add that email back. Is that correct?

  • Jacob Colberg

    Is there a way to do a mass resend?  I just launched our Help Center and need to notify our current customers to verify their email so they can login and view.

  • Delores Cooper
    Zendesk Customer Success

    Hi Jacob!

    You can use the API to resend verification emails -- however the endpoint requires the user ID it would require writing a script to send these in bulk.

    Another option would be to leverage the Customer Lists feature paired with Proactive Ticket app. With those tools you can send a message to users telling them to be sure to verify their emails so that they have access to your newly launched Help Center.

    Hope this helps!

  • Andrew Orner

    I'm running into the same issue as Ryan above, and I'm not seeing resolution in this thread. I am an Administrator but I am unable to resend the verification link to an Agent (Screenshot attached).

  • Gail L
    Zendesk Community Team

    Hi Andrew,

    Thanks for reaching out! 

    When that option is grayed out, it means the user's email is already verified. Either because they clicked the email link or because an admin manually verified them. If you have an agent unable to login, have them do a password reset from the link on the login page, or if you have the option to set temporary passwords for agents enabled you can set a password for them to log in with and have them update it after they're logged in (please note that only the account owner can turn that setting on in Admin> Security >Global)

    If you are having issues getting any of your user's set up, please don't hesitate to open up a ticket with us.!

  • Joe Mason


    When I read this statement in your answer I am unsure how to direct my user to do this step:

    "have them do a password reset from the link on the login page" Can you show me a screenshot of what that looks like to a user? I cant see that as an admin.

  • Brett Bowser
    Zendesk Community Team

    Hey Joe,

    You may want to take a look at this article here: Resetting user passwords

    Admins have the ability to trigger a password reset email on behalf of the end-user or setting a temporary password themselves.

    If that's not an option, you can have the user navigate to where they can enter their email address to trigger a reset email.

    You'll want to replace subdomain with the actual subdomain of your account.

    Let me know if you have additional questions for me.



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