CONTEXT #
This guide describes how to troubleshoot if you do not receive an expected email from EG Ajour. This most often applies when you need to activate your user for the first time or reset your password via “Forgot password?”, but it can also occur with daily update emails about changes to registrations, files or tenders. The guide applies to both web and app, as all email from the system is sent independently of the platform.
RELEVANCE #
You will typically need this guide in two situations: you have been created as a new user but have not received the welcome email with the activation link, or you have asked to have your password reset via “Forgot password?” but do not receive the reset email. In both cases you cannot log in until you get hold of the email. More rarely, the guide is also used if you do not receive daily status or update emails that you usually get.
PREREQUISITES AND REQUIREMENTS #
- You must know the exact email address (your username) that your user was created with
- You must have access to this email account, as all system emails are sent there
- If you are missing an activation email as a new user, an administrator (System or Project Administrator) must help you resend it – you cannot do this yourself
GUIDE (step by step) #
Step 1: Check your spam or junk mail folder. All automatic emails from EG Ajour are sent from no-reply@ajoursystem.net, and can be caught by spam filters. Add the sender to your safe senders if the email is found there.
Step 2: Also check other folders in your email account. Many email systems use rules that automatically move certain emails to a specific folder. If you or your company have previously created such a rule for emails from EG Ajour, it can be easy to forget that the email no longer lands in the inbox.
Step 3: Make sure you enter exactly the same email address that your user was originally created with. If you, for example, request a reset with a wrong or different email address, no email is sent.
Step 4: If you are missing a reset email, you can request a new one yourself via “Forgot password?” on the login page. Wait a few minutes before trying again, as it may take a short while for the email to arrive.
Step 5: If you are missing an activation email as a new user, you cannot resend it yourself. Contact your system administrator or project administrator, and ask them to click Resend activation mail on your user profile in user administration.
Step 6: If you are missing a daily notification email about changes to registrations, files or tenders, you must check your own notification settings, and ask the administrator to check whether you are actually associated with the relevant project, with the relevant role or registration.
Step 7: Be aware that certain events never trigger an email, regardless of setup – e.g. when you are granted project permissions for a new project, or when your company is assigned a folder in AjourBox.
Important: Notifications from tenders in AjourTender (invitations, status changes, correction sheets, answered questions) are sent automatically to all invited bidders and cannot be removed individually for a single tender.
Tip: If you have gone through the relevant steps above and still do not receive the email from no-reply@ajoursystem.net, you can contact EG Support, who can investigate whether the sender is blocked on your side, or whether there is an error in the setup.
NEXT STEPS #
- See the guide “Reset Password” if you are missing a reset email and need to complete the flow itself
- See the guide “Resend activation mail and New password” if you are an administrator and need to help a user who is missing their welcome email
- See the guide “Email notifications” for a full overview of which daily notifications are sent from each module
SEE ALSO #
- Reset Password
- Resend activation mail and New password
- Email notifications
- View correction sheets as a bidder