We are aware of an ongoing issue affecting automated email functionality in the Admin and Provider Portals. Users are not receiving emails for password reset requests or account activation notifications, which impacts 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, or assist users in resetting their passwords through the standard automated process.
⚠️Important: This issue affects both the Admin Portal and the Provider Portal. Use the steps below to check the email queue and apply the temporary workaround while we investigate.
Check and manage queued emails in Abacus Admin
You can review the status of queued emails and identify any that have failed to send.
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
If a user has not received their activation or password reset email, you can manually retrieve and share the link with them directly.
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.
📌Note: This workaround allows you to support affected users in the interim. We are actively investigating the root cause and will update this article when a fix is available.