This document addresses common issues related to email delivery for users of Next Identity journeys. It outlines potential causes for not receiving emails, provides troubleshooting steps, and indicates when to contact support for further assistance.

Users may experience issues with not receiving emails from Next Identity journeys.

The primary reasons for this issue may include:

• The email may have landed in the user’s SPAM or Junk mailbox.

• The email may have been quarantined or blocked by the email provider.

To resolve the issue, please follow these troubleshooting steps:

1. Verify in the Next Identity Vault that the user is registered.

2. Check the SPAM or Junk folders in your mailbox to see if the email has been misclassified.

3. Ensure that the user has a stable internet connection and confirm that other emails are being received.

4. It is advisable for the user to consult with their local IT or email service provider to determine if emails are being blocked from their end.

If none of the above steps resolve the issue and the problem persists, you may reach out to the Next Identity support team for further assistance. To facilitate the investigation, please provide the following information:

• The timestamps when the email was requested.

• Whether the issue is affecting a single user or multiple users.

• The end user id (or ids).