To resend a registration email, follow these steps:
- Go to the People tab in the top navigation bar.
- Select the user and click View More.
- Navigate to the User Management tab.
- In the top right-hand side, you will see several buttons, including Resend Registration Email, alongside buttons to register for iOS or Android app.
Troubleshooting: Why Registration Emails Are Not Being Received
If a user does not receive their welcome or registration email even after you have resent it, work through the following causes in order. This is one of the most common onboarding issues and is almost always an email filtering or IT configuration problem rather than a Cognexo issue.
| Cause | What to check and do |
| Email going to junk or spam | Ask the user to check their junk/spam folder for an email from no-reply@cognexo.com or noreply@cognito-il.co.uk. If it's there, they should mark it as "Not Spam" and ask their IT team to whitelist the domain. |
| Domain blocked by email security system | If the email is not in junk either, it is likely being blocked at the IT/network level by Mimecast, Proofpoint, or a similar email security tool. Ask your IT team to add @cognexo.com and @cognito-il.co.uk to the permitted senders or approved domains list. See the Technical Specification and Network Whitelisting article for the full list of domains to whitelist. |
| OTP (one-time password) expired | Cognexo registration links and OTPs expire after a set period. If the user received the email but delayed clicking the link, the OTP may have expired. Simply resend the registration email via the portal — this generates a fresh OTP. |
| User not yet showing in the portal | If you cannot find the user in the People tab, they may not have been successfully uploaded. Check the bulk upload results or SFTP error notification for their email address. If they appear in an error log, resolve the upload error first before resending. |
| Duplicate account | If the user was previously in the system with a different email casing (e.g., JOHN.SMITH@company.com vs john.smith@company.com), a duplicate key error may be preventing a new account from being created. Raise a support ticket with the user's email address. |
What to tell your IT team
If you believe email filtering is the cause, ask your IT team to whitelist the following and then test by resending the registration email:
• Sender domains: @cognexo.com, @cognito-il.co.uk, @intuitivelearning.co.uk
• Specific sender: no-reply@cognexo.com
• URLs to permit: https://cognexo-app.com and https://intelligence.cognexo-app.com
You can also ask your Cognexo CSM or support team to provide evidence that the email was sent from the Cognexo side (timestamp and recipient address) — this can be used as part of an IT ticket to confirm the email left Cognexo's servers successfully.