participant unable to enter Study

[MarjolaineC]

Hi there!
I am collecting data and one of my participants is enabled to enter the study. She can access the link, log in and then enter the access code, but after that, she has an error message saying that she should check her mailbox first. 
Is it something related to "confirm your email to create your profile"? She checked her mailbox several times, looking in all folders, but there is nothing here like a "confirm your email". 
She is using a VPN, could this be the reason why she cannot access the study?

Many thanks for the answer(s)
Marjolaine

[Ting]

Hi Marjolaine, yes this sounds like a case where the participant’s email hasn’t been verified yet. She can request another email verification email (what a tongue twister!) under her account settings (click “Hi XXX”). Or, if she uses gmail or any Microsoft email service (hotmail, msn, live, etc), she can use one of the two “Login in via Google / Microsoft” button to sign in. Those two sign-in buttons have the magical power of automatically verifying previously unverified emails.

[MarjolaineC]

Hi Ting,
Thanks a lot! she is login in with an Hotmail account we are going to try the Login via Google trick