Troubleshooting
The confirmation email didn’t arrive
Click Resend email on the yellow banner at the top of the dashboard and check your inbox and spam folder. The link is valid for 24 hours and only the most recent one works. You can request up to 3 links per hour.
Step by step
Check spam and the inbox tabs
Search for “Confirm your email on TraceClose” in spam, Promotions and Updates.
Request a new link
In the dashboard, on the “Confirm your email (…) to connect WhatsApp and Meta.” banner, click Resend email.
Open the most recent link
Each new link cancels the previous ones. Open the latest one, in full, without cutting off the end.
What stays locked until you confirm
You can use the dashboard normally, but you can’t:
- connect or edit integrations (Meta and website) or choose ad accounts;
- create a WhatsApp number or generate the QR code;
- invite people or resend invitations (“Confirm your email before inviting people.”).
On the Channels and Integrations screens, “Confirm your email to connect” shows in place of the button. People who joined through an invitation already have their email confirmed.
What each screen after the click means
| Screen | Why | What to do |
|---|---|---|
| “Email confirmed” | It worked. | Click Continue setup or Go to the dashboard. |
| “Link expired” | More than 24 hours have passed. | Request a new one with Send a new link (when signed in) or from the dashboard banner. |
| “Invalid link” | The link was already used or was replaced by a newer one. | If the yellow banner is gone from the dashboard, your email is already confirmed. If not, request another. |
| “Incomplete link” | The address was cut off when it was copied. | Open it straight from the email by clicking the Confirm email button. |
Resend limits
To protect your account, you can request up to 3 links per hour. Past that, the dashboard shows “You already asked for several links. Try again in…” with the wait time. In the initial setup wizard, the button waits 60 seconds between requests (“Resend in … s”).
Typed the wrong email?
You can’t change your account’s email from the dashboard. If you mistyped it when signing up, talk to us. Company email with strict filters sometimes holds back automated messages: ask your IT team to allow them, then resend.
Example
The owner of Example Co. signed up with contact@example.com and couldn’t find the email. It was in the company filter’s quarantine. She allowed the sender, clicked Resend email and opened the new link, which led to “Email confirmed”. When she tried opening the first email, she saw “Invalid link”: that’s expected, because the new link replaces the old one.
Didn’t work? See…
- How sign-up works: create an account and start a free trial.
- Confirmation details: confirm your email.
- Nothing arrived after three tries? talk to us.
Frequently asked questions
How long is the confirmation link valid?
24 hours. Each new link cancels the previous ones, so always use the most recent.
Can I use TraceClose without confirming my email?
You can browse and handle conversations, but you can’t connect WhatsApp, Meta or your website, or invite people.
See the path from ad to sale in your WhatsApp.
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