Skip to content
Esc
↑↓navigate↵open⌘Jpreview
On this page

I did not receive an email

Verification, password reset, email-change and order emails — where they go, how long their links last, and what to do while you wait for one.

An email you were expecting from us has not arrived: the verification link, a password reset, an email-change confirmation, or a notification about an order.

Most likely causes

  1. It is in the spam or junk folder. Search your whole mailbox for tucia.com rather than scrolling one folder. Business mail servers are the usual culprit — if you find it there, mark it as not spam so the next one arrives properly.

  2. The address on the account is not the one you are checking. Sign in, select Settings in the top bar and open the Email tab: Current email is the address everything is sent to. If it is wrong or misspelled, change it there — see Change your email address.

  3. You are waiting for the verification email. It is sent once, when you sign up, and there is no resend button in the portal. An unverified address does not stop you signing in or placing an order, but the link is what turns on delivery notifications and any welcome credit, so it is worth finding. If the address itself is wrong, change it on Settings → Email. If the address is right and the email never came, write to us.

  4. You are waiting for a password reset. That email comes from the Forgot password page at tucia.com/auth/forgot-password, and it goes only to an address that has an account. If you have two addresses, try the other one before assuming the email was lost.

  5. You are waiting for email-change confirmations. Changing your address sends two links, one to the old address and one to the new one, and both have to be opened. They are valid for 24 hours, and the waiting panel on the Email tab shows exactly when they run out — Expires in 3 hours · Nov 2, 3:40 PM. Check both mailboxes. You can only make one request every 24 hours, so if one link never arrives, wait for the request to expire before starting again, or ask us.

  6. A teammate is not getting order notifications. Extra addresses are listed under Notify teammates on Settings → General, where the hint reads These addresses get a copy of every order notification. Press Enter to add one. If a colleague is not on that list, they are not being copied. Add the address, press Enter to turn it into a chip, and select Save profile. See Profile settings.

  7. A team member is waiting for an invitation email. We do not send team invitations by email. When you invite someone on the Team tab you get a link, and you send it to them yourself. If you closed the dialog without copying it, use Regenerate link on their row. See Team members.

  8. The order email would have been about something you can just look at. Everything an order email tells you is also in the portal: the delivery estimate on the order, the status Ready for your review in your order list, and unread messages as a red count on the order’s Messages tab. If you are waiting on a delivery, open the order rather than the mailbox.

If that did not help

Write to support@tucia.com and tell us:

  • The address the email should have gone to, and whether that is the address on the account.
  • Which email it was: verification, password reset, email change, or an order notification.
  • Roughly when you expected it, and what you had done just before — signed up, requested a reset, requested an email change.
  • Whether you checked spam, and whether your mailbox is a company one with filtering.

If you cannot receive mail at the account address at all, write from another address and say which account it concerns; we will not change an address without confirming who you are.