This guide is for users to follow that are unable to log in because verification tasks or login requests are being sent to an old email address they no longer have access to.
In these cases, the email address linked to the matter can only be updated by the acting lawyer or estate agent who issued the verification request.
Issue Description
You may be unable to access your verification tasks because they were issued to an outdated or incorrect email address.
This can prevent you from:
- Accessing your verification link
- Receiving password reset emails
- Completing outstanding tasks within Verify 365
Common Signs
- Verification requests are being sent to an old email address
- You cannot log in using your current email address
- Password reset emails are sent to an inaccessible email account
- You receive messages indicating the email address does not match the records
Troubleshooting Steps
Step 1: Confirm the Email Address Used
Please check whether the verification request was originally sent to an old or incorrect email address.
You may wish to search your inbox for any previous emails from Verify 365.
Step 2: Contact Your Lawyer or Estate Agent
Verify 365 Support is unable to amend contact records or change the email address linked to your verification request.
You will need to contact the lawyer or estate agent handling your matter directly and ask them to:
- Update your contact details to the correct email address
- Reissue the verification tasks to the updated email address
Once this has been completed, you should receive a new invitation email allowing you to continue the process.
Important Information
For security and data protection reasons, only the law firm or estate agent managing your case can make changes to your contact information and resend verification requests.
The Verify 365 Support Team cannot:
- Change your registered email address
- Update contact records
- Reissue verification tasks on behalf of the firm
Further Assistance
If you continue to experience technical issues after the tasks have been reissued, please contact the Verify 365 Support Team and we will be happy to assist further.
Conclusion
If your verification request has been sent to an old email address, you will need to contact your lawyer or estate agent directly to have your details updated and the tasks reissued to the correct email address.