Issue

When trying to renew a site license, set up a Citavi account, reset a password, etc., the confirmation email is not received right away.

When the email does arrive, the link is no longer valid or the email address has already been confirmed.

Cause

This issue will occur if an institution or email provider greylisted Citavi's emails as a method of security protection.  The email is rejected at the first attempt and is resent by Lumivero as a second attempt.

Solution

 Best Practice is to wait until the message arrives.

 

If you have already requested additional emails, please wait until they arrive. For security reasons the links from earlier emails are intentionally disabled and only the link in the  last requested email will work.

 

NOTE: The emails may NOT be delivered in the correct order, so you may have to check all the emails once they have arrived to find the valid link.