Possible queries:
Activation link expired
Not able to activate my account
404 error when I click the activation link
Resolution path:
- Validate the account URL and agent details. Verify if the agent email for which this is being tried is present in the account as an agent. Navigate to the accounts page in DevOps > Click on Agents button > Verify if the email is present (look for any spelling errors). If the email is incorrect or not present, this can be informed to the user, and they can have this checked with their Account Admin.
- If the agent's email is updated, they will receive two emails - to the old one, informing them of the update and to the new email, which will contain the link for activating the account.
- If it is an already verified agent, they can log in without this activation link.
- If the agent is not verified, you can suggest the user trigger a password reset email from their Org URL using their agent email address. This will send a new Freshworks activation email to the agent mailbox, using which they can set a password for login. For any issues with password reset, you can refer to this article.
- If the above does not help, raise L2 ticket with agent details and the HAR file and videograb.