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

Updated on: 08/09/2026

Was this article helpful?

Share your feedback

Cancel

Thank you!