πŸ“– Troubleshooting

Troubleshooting: Authentication Email or Magic Link

Learn how the magic link works and what to do when you don't receive the magic link.

To be covered:

Authentication (magic link) email not received

When you don't receive the magic link to your inbox, it could be for a couple of things. Before, we move on, make sure you checked:

  • the magic link isn't in Spam folder.
  • the magic link usually arrives immediately after requested but might be delayed for a few minutes due to firewall filters, so we ask for you patience.
  • if the magic link doesn't arrive after 30 minutes. Please follow the instructions below. πŸ‘‡

Sometimes, network restrictions prevent our automated emails from coming through due to a strict corporate firewall setup, as there is spammer deny lists. Organizations enable this type of security to block unwanted or unknown emails.

πŸ’‘ A good way of understanding whether you have a strong firewall is recognizing whether your colleague or people using the same network are having the same issue. If this is the case, then it's very likely you have one and to overcome this issue, add our domains to your computer.

If your account is linked to a:

  • Public email
    If you're using a public email (such as @gmail.com, @yahoo.com)*, add the below to your email contacts list, then re-request a login email if needed:
    • noreply@brella.io
    • noreply@trymagic.com

      *A quick way of adding our domains is by registering for our newsletter on our website.
  • Enterprise or corporate email
    If you are using an enterprise or business email, ask your company's IT team to allowlist our domain:
    • *@brella.io
    • *@trymagic.com

If neither of these methods work, please double-check whether you unsubscribed or deny us permission from sending you emails from our domain. It's possible that you accidentally reported one of our messages as spam, resulting in our SMTP provider being unable to deliver any additional emails to your address.

If that's the case, please register for our newsletter on our website.

🌟  Tip: Alternatively, if your company or personal email can be used in Google or Microsoft, opt to use it to skip the authentication email system (magic link). 

Additionally, make sure you have no VPNs, Adblockers, or Autofill extensions in use. 

❗Note: If the above steps did not fix the access issues on your personal laptop, this could be due to more complex firewall setups, and we do not encourage any participant to deactivate such settings on your personal device or network. It could put at risk your device and data. 

 

Authentication (magic link) email expired

When you come across this inconvenience, you can:

🚨 If you don't receive authentication (magic link) emails, it might be due to a strict corporate firewall that is blocking our emails, unfortunately. To resolve this issue, we suggest you allow list our domains in your browser. Read more here

Request a New Authentication Email

  1. Go to the Brella platform (next.brella.io, manager.brella.io, or sponsor.brella.io) and input your email.
  2. Then go to your email inbox and open the Login email.

  3. Click on the login to Brella, and you'll be redirected to Brella.

  4. If you don't have a Brella account, you'll be prompted to create an account to access the platform. Please follow the steps as needed.

🚨 Note: If after filling in your details you see an error message, go to this article and follow the resolution steps. I cannot access Brella; what should I do?

What to do if I receive a β€œMagic link expired” message after requesting a new email?

  1. Ensure that you're clicking on the most recent email you've requested.  If you mistakenly click on an old email, the link will have expired.  (For security reasons, Magic Links expire 20 minutes after they are requested)
  2. Confirm that the clock on your device is set to the correct time.  If your clock is manually set to a different time (>5 mins fast or slow) that will interfere with the timestamps and cause a link to be expired.
  3. Try logging in from a different device or browser and see if you receive the same expired email. If so, please contact Brella Technical Support.

 


Last updated in September 2022. 

Written by Stephanie Campano Valenzuela. 

Stephanie-rounded

If you didn't find an answer to your questions, please contact the Support Team here.