We understand how frustrating it can be when things don't go as expected. This guide lists the most common issues and troubleshooting steps to help you get back on track.
When you join the Retraced platform via an invitation, you must verify your email address and accept our terms and conditions. The welcome email typically arrives in your inbox quickly, and all you need to do is click on the "Login now" link in that email to get started.
1. Didn't Receive the Welcome Email
If the welcome email didn’t arrive in your inbox, don’t worry! Once you sign up or receive an invitation from a network partner, your user account and details are already in our system.
To proceed, you can go directly to the Retraced login page, request a temporary code, and access the platform without waiting for the welcome email.
2. Didn't Receive the Login Code Email
If the temporary code email didn’t arrive in your inbox, and you’ve checked all your folders, including promotions, junk, and spam, the issue could be related to a strict spam filter set by your email client.
To resolve this, add our email address [email protected] to your contacts or safe list. Then, return to the Retraced login page and request the login code again.
You may also try the following:
Reboot your computer
Delete your browser's cache
Use different browsers (e.g. Microsoft Edge, Firefox)
Use different internet connection
have your firewall checked by your IT
3. The Verification Link in the Welcome Email is Not Working
If you’ve received the welcome email but the verification link isn’t working, try the following steps:
Clear your browser cache by going to "Privacy and Security" in your browser settings.
Retry clicking the "Login now" button from the welcome email.
If the link still doesn’t work, try opening it from a different device, such as your mobile phone. If you’re on a mobile device, turning off Wi-Fi and using cellular data might help.
Still Need Assistance?
If you have followed the steps above and are still experiencing issues, please contact our support team at [email protected]. Be sure to include details of the troubleshooting steps you have already taken to ensure a quicker resolution.
We are here to help and ensure your experience with Retraced is as smooth as possible.