✅ How Do I Verify My Email Address?
🆕 For New Users:
After creating an account, the user will receive an email titled “Verify Your Email Address.”
Click the verification link or enter the code in the email to complete verification.
If they don’t receive the email:
Check spam, junk, or trash folders.
Make sure the email address used during sign-up is correct.
After successful verification, they’ll see:
“Successfully Verified.”
👤 For Existing Customers:
When logging in, they’ll see a banner prompting them to verify their email address.
If they don’t have a code, instruct them to click “Re-send Code.”
Once they enter the new code, they’ll regain full access to their account.
🚫 Note: Email verification is required to submit any deposit.
❌ I Cannot Verify My Email
🔁 Invalid Code Issue
If the customer says their code is invalid:
Ask if they clicked "Re-send Code" multiple times.
Let them know:
"Please wait 5 minutes after resending the code. Only the most recent code will be valid."
📬 Didn't Receive a Code?
If they never received a code and enough time has passed:
Ask them to check their spam, trash, or junk folders.
Look for an email from CorrectPay.
Remind them:
"You can also click the hyperlink in the email that says ‘Click here to Confirm Email’ — no need to enter a code if that link works."
🛑 Error When Resending Email Code
If an error message appears when resending the code:
Locate the customer’s account.
Log in as the customer.
Resend the code on their behalf.
Ask them to check their inbox and provide the code they receive.
Enter the code into the system.
🆘 If the code doesn’t arrive:
Have the customer email support@correctpay.com and ask them to address it to [Your Name].
Once received:
Look for their email in Unassigned Tickets.
Manually verify their email by checking the appropriate box.
Merge the new email ticket with the current one you're working on.
⚠️ Important:
Do not manually check the “Verify Email” box unless you have explicit approval from a supervisor.
🔒 Why Is Email Verification Important?
Verifying a user’s email helps us:
✅ Protect accounts from unauthorized access
✅ Ensure delivery of important updates
✅ Prevent fraud and confirm identity
✅ Enable easier password recovery
🔐 This step keeps user data secure and the experience smooth.
🚫 We Cannot Verify Emails From Visitor Report Page
Only verify an email through the Visitor Account Report Page if:
The customer sends an email directly from the email tied to their account.
You have supervisor approval.
📞 Customer Unable to Verify? Refer to IVR
If a customer still can’t verify their email, advise them to use the IVR system to make a payment.
📱 Example IVR Walkthrough:
Instruct the customer to press # after each selection.
1️⃣ Press 1# – To Make a Deposit
2️⃣ Press 8# – Florida (state example)
3️⃣ Press 1# – For COPS
4️⃣ Press 2# – For Inmate Trust Deposit
📍 Summary Quick Tips:
| Situation | What to Do |
|---|---|
| ❓ Code not working | Wait 5 mins; only the most recent code is valid |
| ❌ No email received | Check spam/trash; look for “Click here to Confirm Email” link |
| ⚠️ Error resending code | Log in as customer, resend manually; if no email, send to support@correctpay.com |
| 🔒 Manual email verification | Only with supervisor approval + direct email from account holder |
| 📞 Can’t verify at all | Refer to IVR system for making deposits |