In this article, we address an ongoing issue affecting the automated email functionality within the Admin and Provider Portals. Specifically, users are not receiving emails for password reset requests or account activation notifications. This impacts both new user onboarding and support for existing users who have forgotten their login credentials. As a result, we are currently unable to activate or reactivate accounts, nor can we assist users in resetting their passwords.
To check and manage queued emails in Abacus Admin
Open the Email Queue and go to Administration.
Select Miscellaneous and click Email Sender in Abacus Admin.
Check email status:
Review the queued emails and their status (sent or aborted).View email details:
Click View to see individual emails and their Fail Count. A Fail Count above zero means the email didn’t send.Check error messages:
Click View Error to see the mail server’s error response from the last send attempt.
Temporary workaround:
Click View on the failed email.
Open the sent message.
Copy the activation or password reset link.
Share it directly with the user so they can activate their account or reset their password.