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Why didn't my storyteller didn't receive their welcome email?
Why didn't my storyteller didn't receive their welcome email?
Updated this week

On the delivery date you selected during checkout, your storyteller will receive a welcome message from Remento explaining how our product works and preparing them to receive their first prompt.

If your storyteller didn't receive a welcome message, please take the following steps:

Step 1: Confirm that they've checked their spam folder.

Remento emails occasionally end up in spam folders. If the email does end up in spam, be sure to instruct them to mark it as "not spam" to ensure future emails don't end up there.

Step 2: Confirm that we have the right email for them

Please find the email confirmation we sent you when you created their account. It was sent by notification@remento.co and is called "Welcome! Take a look inside Remento." Under #1, be sure their email is written correctly. It looks like this:

If you realize that we have the wrong email address for them (or can't find that email at all), please our customer support team a message.

Step 3: Confirm that their delivery date has passed

They'll only receive a welcome email if their delivery date has passed. To do this, log into your Remento account and check their delivery date under "project settings":

  1. If on a mobile device, tap the 3 horizontal bars

  2. Navigate to the correct storyteller in the drop-down menu

  3. Press "Project settings"

  4. Press "Edit" under the section called Gift details

  5. Adjust the date!

Step 4: Drop us a note!

If those don't work, please get in touch with our customer support team and we can resend the email to your storyteller. We'll do our best to do this as quickly as we can.

In the meantime, here is a link to our Getting Started Guide that contains all the information they receive in that first email. While you wait for our response, you can forward this to them or even print it out.

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