Validation Code Email Not Coming

I have submitted the request for a validation code a couple of times, yet it never gets to me. What's Up?
Is there an alternative way to log in without the validation code?

Note: This answer is for an end user looking for help with getting a code. If you are an administrator wanting to know how to help an attendee, read this answer.

First off, we are so sorry for your frustation. Please rest assured that over the past two years we've taken a number of steps to try to insure that emails go through. We are using a professional service (Mandrill) to do our sending. They have one of the highest reputations in the industry to insure deliverability (which by the way is a high 90's percent delivery success rate).

But you say, "great, so I'm in the 1% having trouble, don't I feel special."

There could be a variety of reasons for the non-delivery. The next thing we need you to do is to submit a support ticket directly to our Tier 3 level support.

You can do so by going to this form: cruglobal.freshdesk.com/support/tickets/new

Please note the following for these fields:

Response Needed: Use the "Now" option... this sets a number of things in motion and should get you the quickest reponse. 

Type: Choose the "Validation Code Problem" option. This sets a second set of things in motion.

Event Name or Site Number: Tell us the domain name (the first part of the URL in the address bar of your browser) and the name of the event or organization you need the verification code for. Giving accurate information here helps speed up your reply.

Description: Just state that you need the validation code sent to you. We will actually send you a clickable link since we may not be able to get back to your quick enough.

When you hit "Submit" here's what will happen.

  1. An email is sent to our Tier 3 Support Center.
  2. Text messages go out to the Tier 3 technician on call.
  3. An email reply should come back to you verifying that we received an email from you.
  4. We will look up and send back to you a clickable link that should get you back into the record.

What we need you to do is reply back to the email you receive with your phone number. That will give us a way to contact and it also confirms that you received this email.  

If you don't receive that email, please call to the US number 812-332-7673 and leave a message that you cannot get a validation code. Provide a call back number and the best time to call.

During normal business hours we should be able to get back to you pretty quickly. After hours it will take a little longer.

Rest assured that if some deadline is missed, we'll have a "timed" record of your contacting us. We'll honor any missed deadlines that may pass if we're unable to get back to you in a timely fashion.

As a secondary precaution, you could also click the "Help" link in the upper right black tab. That will bring up a similar form. Fill out the information here as well and that will also contact a second group of people who can make sure that you're voice is being heard.

We welcome any feedback about this process.

Thank you.