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# Not receiving Klarity emails

A Klarity email isn't arriving? Whether it's your account verification email, a reset link, a consent request or a report email sent to a client, the causes are almost always the same: a message filed as spam, or an address typed incorrectly. Here's what to check, depending on whether the email is meant for you or for your client.

# Understanding which emails Klarity sends

Klarity sends two families of emails:

- **For you, the coach** — verification of your address at sign-up, password reset link, account notifications.
- **For your clients** — the GDPR consent link and the **report email** (session recap) you validate after a session.

| Good to know: an email may take a few minutes to arrive. Wait a moment before resending.

# Your emails (account, verification, password)

1. **Check your spam / junk folder.** This is the number one cause.
2. **Check your account address** in **Settings › Profile & account**: one typo and the email goes nowhere.
3. **Resend the email** when the option is offered. On the verification screen, click **Resend verification email**. For the password, go back through **Forgot password?** on the sign-in screen.

|| If you changed your address recently, the new email goes to the **new** address, not the old one.

# Your clients' emails (consent, report email)

1. **Check the client's email** on their record: a wrong address is, here too, the most frequent cause.
2. **Ask the client to check their spam folder** — and, if the email is there, to **mark it "Not spam" and add the sender to their contacts**: subsequent emails will land in their main inbox. The case is especially frequent with **work email addresses** (strict corporate filters): the client can then ask their IT department to allow the sender, or give you a personal address.
3. **Resend the consent link** from the client's record: open the **⋯** menu (More actions) at the top of the record, choose **Resend the consent link** and confirm with **Send the link**.
4. **For a report email**, open the session, go to the **Report email** tab and check the status: if it shows **Sent on …**, the email went out; otherwise, validate the send with **Send the report email**.

|| **Demo clients** (created at the end of onboarding, **Demo** badge) **never** receive an email: their address is fictitious and Klarity deliberately blocks any send. The send actions appear greyed out on their records and sessions. This is normal — test a real send on an actual client.

| 💡 **Tip:** a mistyped address explains the vast majority of cases. A quick look at the email field (yours or the client's) fixes most problems before you even contact support.

# Related articles
- Create your account and verify your email
- Send or resend a consent request
- The report email draft