On the delivery date you chose at checkout, your storyteller will receive a welcome email from Remento. This message explains how everything works and gets them ready for their first prompt.
If emails aren’t coming through, your storyteller can log into their Remento account directly at remento.co. Once logged in, they can head to the Prompts section to view and respond to prompts without needing the email.
To help avoid email issues, we recommend using well-known providers like Gmail or Yahoo, which are less likely to block or filter messages.
If your storyteller didn’t receive their welcome email, try these 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. To further ensure email receipt, add 'notifications@remento.co' to their safe senders or approved list.
Alternatively, if the storyteller is receiving prompts via text message links, they can proceed with those links to access and record their sessions.
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, our customer support team will need to change the email manually.
Step 3: Confirm the delivery date
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":
If on a mobile device, tap the 3 horizontal bars
Navigate to the correct storyteller in the drop-down menu
Press "Project settings"
Press "Edit" under the section called Gift details
Adjust the date!
Step 4: Drop us a note!
If the issue continues, contact our Customer Support team. We can resend the welcome email, or your storyteller can log in at remento.co and access prompts directly under the Prompts section.
