Understanding unconfirmed users
Who lands in the Users (Unconfirmed) list, why they are there, and what it takes to move them into Active Users.
An unconfirmed user is a customer who started creating an account but never completed email verification.
When a customer signs up in the app, AMP sends a verification code to the email they entered. If the email never arrives, or the customer leaves before entering the code, their partial registration is held under Users (Unconfirmed) in the Portal.
Note: These records exist on purpose. They hold the customer's partial registration data and stop a duplicate account from being created against the same email.
Finding unconfirmed users
To view the list of unconfirmed users, follow these steps:
Open the Portal.
Go to Users & Accounts.
Select Users (Unconfirmed). The list shows every customer who began registration without verifying their email.
"Email is associated with an existing account"
A customer sees this message when the email they entered already exists in the system.
The existing record is often an unconfirmed one. Check Users (Unconfirmed) for that email address to see whether the customer started signup before and never finished.
If the email is there, the customer does not need a new account. They need to verify the one they already started.
Completing the signup
A customer clears their unconfirmed status themselves.
The customer verifies their email address using the code sent at signup. Once verified, the record moves automatically from Users (Unconfirmed) to Active Users.
Do not: Do not create a second account for a customer whose email already appears as unconfirmed. That is what the unconfirmed record exists to prevent, and a duplicate splits their history across two accounts.
If a customer cannot verify their email or complete signup, contact AMP Support.