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We’ve tried sending the activation email multiple times to our new user and it doesn’t go through and there doesn’t seem to be any way around this

Hi Marina,

I hope you are doing well :)

I understand that new users are not receiving activation email. 

Please navigate to admin > workflow > email notification > requester notification > user activation and make sure it is toggled on also in case you are making use of Freshdesk mailservers then ensure that you have dkim configured on your end - https://support.freshdesk.com/en/support/solutions/articles/223779-email-domain-verification-using-dkim-records

Feel free to respond to this thread for any queries :)

Thank you

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