OTP Verification Email not being received by some users

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Hi Friends at Wix,

I have an issue where when a user registers, a verification email is sent to the user. The user is able to receive that verification email but not the OTP to complete that email.

The emails that the users signs up with are all business corporate emails, and as it is for work, they only have 1 email to sign up with.

May I seek advice on this?

Thanks!

Cheers,
Alexander

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For clarity - is this logging into Wix, or login into a site created on Wix?

If it’s the latter, I imagine this is using custom code, since it requires additional third-party integrations that aren’t available out of the box. If this is the case, can you share the code that you have for this/any tutorials/documentation you might have followed for this :slight_smile:

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Hi there Noah,

Thanks for coming back so promptly. This is for a login into a site created on Wix.

However, no custom code is at play.
Rather it is a default tool out of Wix. In Wix Dashboard → Settings → Site Member Settings → Signup & Login Security → Ask new members to confirm their email, a verification email would be sent whenever a user signs up. Toggling it would create a Wix App Automation.

However, I note that some users who sign up are unable to receive the OTP. Counting on your good assistance to look into it.

Thanks!

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Ahhh - yes! I was confusing OTP (for things like 2FA), with the one that’s sent for verification.

I assume they’ve checked their spam folders? Do you know if the business has any specific filters on their mail that might be filtering these types of emails out before they land in the users inbox?

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Hi there Noah,

The user have checked their spam folder and waited for >15min to no avail. Also to clarify, I have a few users using different email domains that face this issue, making it critical

In my use case, all of my users are corporate business emails. Hence, I can only imagine the security to be varied among the different firms.

While it may or not be that the IT department blocking emails from Wix, it is nonetheless impossible to approach each firm to ask them to whitelist Wix (if this was truly the underlying issue). Also such a strategy would be very reactive and futile, by which the user would have just not bothered signing up.

Is there a way, either at the Admin Dashboard to manually verify a user’s email, or at the minimum at Wix backend to waive the verification email for certain users? This would be a proactive strategy.

One issue is that once I turned on “Ask new members to confirm their email”, and once a user signs up, it would already require all registered users to have that OTP (I can’t just turn it off temporarily and approve the user - the user will still need to key in the OTP).

Thanks so much Noah! Counting on you!

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Just spoken with the team about it :slight_smile:

They recommend reaching out to Customer Care who’ll be able to do further troubleshooting for why those emails weren’t received by those users.

Unfortunately, there’s not a way to override this via the dashboard or via code, but they’ve noted the need for something like this and will explore the options.

And you’re right that disabling the setting won’t help with pending registered members (that can’t login as they haven’t confirmed). As a workaround, you can delete the member and ask them to register again (when the setting is off), or delete the member and then create them with the “set contact as member” option. The user will get an email to create a new password - since it “bypasses” the email confirmation setting.

I know not exactly the answer you were looking for, but hope this provides an option going forward :slight_smile:

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Hi there Noah,

Thanks for taking the time to discuss with the team.

Much as I like the team at customer support, they are unable to do much for me as they recommended me to tell the affected users to sign up with another email - clearly impossible as users sign up using their corporate business email.

And you are right - it will be a nightmare to tell a user to re-signup again. They will very probably just move on and not sign up ever again.

Really hope the solution along the lines of a suppressValidationEmail for specific users/members to come soon! I can only imagine this affecting maybe other users, but those users just didn’t bother of reaching out to the site owner to highlight the issue. =(