When an account is created a verification email will be sent to the email address provided. To proceed, this email address needs to be verified through either the one-time password or validation link.
Expired One Time Passwords
When validating an email address after creating an account on the new CivicPlus Single Sign-On screen, users will be emailed an 8-character password and directed to enter that one-time password (OTP). These passwords are valid for approximately 6 minutes or users will need to click the Resend OTP button to resend the password.
Expired Verification Links
Users imported from a product will receive an email from no-reply@civicplus.com with a link to validate an account. These links are valid for approximately 6 minutes. If the link has expired, the user can click the expired email link and a new validation link will automatically be emailed to them.
Once the user clicks the Validate Account button, they will be taken to a page to create and confirm their new password. View the password requirements.
Comments
Let us know what was helpful or not helpful about the article.2 comments
Clara Siegele Links sent from a mobile app don't (at least for some cities) include a verification link, only a 6-digit 'One Time Password' code. If the app is closed[1] prior to the verification completing, then there is no obvious way to _ever_ get a new code. Trying to log in with the new account results in a "user is not verified" page[2] (but with no option to verify), and trying to sign up with that email address again fails since "the username already exists"[3][4].
Using the 'forgot password' option, by the way, does nothing to solve this. If the account was never 'verified' in the first place, no password reset e-mail (or any e-mail at all) is sent.
- Jim
P.S. The best way to fix this (and related issues that might come up in the future), btw, is to probably change what happens when someone tries to sign up with an existing e-mail address. If they were prompted with something like "If this is your account, click _here_ to reset your password or _here_ to verify your e-mail account." (or better yet, figure out the issue with the account and only offer the appropriate one of those two options).
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[1] (even inadvertently, by the mobile OS purging it from memory when the user switches to their e-mail app)
[2] "We don’t recognize that email or password, please verify that you have completed registration process for SeeClickFix (powered by CivicPlus) before trying to sign in."
[3] "Username 'account@example.com' is already taken."
[4] "Email 'account@example.com' is already taken."
Hi J Grisham I have created a ticket for you so our Support team can look into and help resolve any issues you are having!
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