How long are account verification emails and password reset emails valid?
Both account verification emails and password reset emails expire after 24 hours. The verification email can be resent to the user, and the user can also request a new password reset email after it expires.
When the account verification email expires, the user receives an error such as "No user found (invalid activation link)" as shown here:
When the password reset email expires, the user receives an error such as "You can generate a new reset link from the sign-in page" as shown here:
If you are having issues receiving one of these emails, see: I am not receiving my password reset email.
What happens if the customer lost or deleted the verification email? If customers with non-verified accounts request a password, will they be able to verify their account at that point and gain access to our site?
I'm aware of the ability to manually verify a customer's account, and to request that a new verification email be sent, but I am wondering if these agent-intensive measures are the only options, or if customers can gain access on their own in some way without intervention by an agent.
Situation: A few months ago we imported our existing customer base into Zendesk. We are finding that many of them did not recognize the source of the welcome email (since they are unfamiliar with Zendesk), and thus ignored or deleted the message without verifying their accounts.
We'd like to feature a reminder about our new Help Center in an upcoming newsletter, including, if possible, instructions on how to access it, but I'm unclear on what their options are. I appreciate any insight and suggestions!
Customers can still verify their accounts without the welcome email by going to the login page of your subdomain and following the "Forgot my password" process. They will then receive an email to define a password which will serve as their verification.
Best regards, Atenciosamente
Diogo | Customer Advocate | Zendesk Certified Support Administrator
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Can the time limit of 24 hours be changed? If so, how?
Unfortunately, there's no option to change the time limit or validity of the emails. It's hard-coded into our system so there's no way to modify it.
Hope this helps!
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