This article covers post-activation management tasks for Company Admins — including how to resolve bounced email deliveries, unlock suspended accounts, and understand the system email notifications triggered by 2FA events.
Managing Bounced Emails
If a verification email cannot be delivered to a user, their account status changes to Bounced Email. The Security tab displays a notice with the count of affected users.
To resolve bounced emails:
Click View in the Security tab. You are redirected to User Management with bounced-email accounts pre-filtered.
Click the three-dot menu next to the affected user and select Unblock Email.
Review the pop-up explaining the likely causes and suggested fixes, then confirm the action.
An email is sent to the CS team with the unblock request.
Info: The Bounced Emails list remains visible even when 2FA is disabled company-wide.
Note: If the bounced email belongs to an admin, the admin must contact the Customer Success Manager to resolve the issue.
Unlocking Accounts Suspended Due to Failed Verification
If a user fails to enter the correct verification code 5 times on the login page, their account is locked. The admin receives an email notification with the user's details.
Account unlocking must be performed by a System Admin (same process as unlocking accounts after repeated wrong-password attempts).
When both Account Locked and Bounced Email statuses exist, Account Locked takes priority. After unlocking, the status changes to Bounced Email, which must then be resolved separately.
Emails triggered in these situations:
Account Suspended Alert: notifies the admin when a user account is locked.
Unlocked Login Email: sent to the user when their account has been unlocked.
System Email Notifications
Sent To | Triggered By | |
Verification Code | User / Admin | Any 2FA action requiring code entry. |
New Login Detected | User | Successful login from a new device or location. |
Enable 2FA Notification | All company users | Admin enables company-wide 2FA. |
Account Suspended Alert | Company Admin | User fails verification code 5 times at login. |
SMS Upgrade Request Confirmation | Admin + CS Team | Admin requests SMS package. |
Account Unlocked Notification | Locked user | Admin unlocks a suspended account. |