Account Confirmation Email Issues

Some users have experienced problems receiving automated emails from Cinnamon. If this occurs, users are unable to: 1. Verify their email address 2. Fully access the system 3. Reset their password Email delivery problems are not caused by Cinnamon. They are typically due to the email being treated as spam or junk. If users experience problems receiving Cinnamon email they should contact IT support for investigation and mitigation.

**Mitigation Steps** Cinnamon Emails are from: [noreply@cinnamondigitalapplications.co.uk](mailto:noreply@cinnamondigitalapplications.co.uk)

Email may be delivered to the junk/spam folder. Users should check this folder for Cinnamon emails.

Users should ensure that the email used to register is correct – with the correct spelling and punctuation expected for an email address.

Sometimes email is sent to the quarantine area. This happens for some Microsoft O365 domains because Microsoft can flag as a phishing email. Unfortunately, Cinnamon support is unable to fix this problem. The instructions for how to do this are in the link below. [Find and release quarantined messages as a user - Microsoft Defender for Office 365 | Microsoft Learn](https://learn.microsoft.com/en-us/defender-office-365/quarantine-end-user?view=o365-worldwide)

Schools who are trying to register with the website using a generic email address like admin@ or adminoffice@ will not be able to see the quarantine emails as they are logged in to their personal account not the generic one. The best way to avoid this issue is for the member of staff to register with their own email address not a generic one.

Users can add [noreply@cinnamondigitalapplications.co.uk](mailto:noreply@cinnamondigitalapplications.co.uk) to their safe sender list. To do that follow the instructions below:

To add an address or domain to the Safe Senders list in Outlook: - Go to the Home tab. - In the Delete group, select Junk . - Select Junk E-mail Options . - In the Junk Email Options dialog box, go to the Safe Senders tab. - Select Add . - In the Add address or domain dialog box, enter the email address or domain name you want to whitelist. For example see below - Click OK - The email address or domain appears in the Safe Senders List. - Select OK.

If users are still unable to receive Cinnamon email they should register for the application using a different email address.

If schools continue to have issues please raise this with your school IT provider who supports your Office 365 system giving them information about the issue, the email address you have used to register and what you have tried so far.

**[[10]]** Author: William Aspinall Created: 7 Feb 2025 Version: 1.1 Review Date: Ongoing. This is a live document that should be edited when the process changes.