Address verification emails are extremely slow (was: are not being sent)

Help
,
1

My application has a rule that sends validation email. They do not seem to be sent at all. The emails used are working, the spam filter has been checked.
Please advise the best way to troubleshoot the issue.

{
  "date": "2021-12-14T12:15:26.441Z",
  "type": "sapi",
  "description": "Send an email address verification email",
  "client_id": "***"
  "client_name": "",
  "ip": "35.167.74.121",
  "details": {
    "request": {
      "method": "post",
      "path": "/api/v2/jobs/verification-email",
      "query": {},
      "body": {},
      "channel": "api",
      "ip": "35.167.74.121",
      "auth": {
        "user": {},
        "strategy": "jwt",
        "credentials": {
          "jti": "***",
          "scopes": [
            "read:users",
            "update:users"
          ]
        }
      }
    },
    "response": {
      "statusCode": 201,
      "body": {
        "id": "job_ohFyMGrwYWSU4j7Q",
        "status": "pending",
        "type": "verification_email",
        "created_at": "2021-12-14T12:15:26.408Z"
      }
    }
  },
  "log_id": "90020211214121531537794267175703421479912289460203552834",
  "_id": "90020211214121531537794267175703421479912289460203552834",
  "isMobile": false,
  "user_agent": "Other 0.0.0 / Other 0.0.0"
}
2

From the mgt API, I can see the job claims to be completed, but still, no emails are received:

{
  "type": "verification_email",
  "status": "completed",
  "created_at": "2021-12-14T12:15:26.408Z",
  "id": "job_ohFyMGrwYWSU4j7Q"
}
3

Another example. no email received:

{
  "type": "verification_email",
  "status": "completed",
  "created_at": "2021-12-14T12:44:52.985Z",
  "id": "job_9a7ex5JEa4wiCjJh"
}
4

Another example, no email received:

{
  "type": "verification_email",
  "status": "completed",
  "created_at": "2021-12-14T12:48:33.752Z",
  "id": "job_yaMLgz5Prr5cx61G"
}
5

I’ve also tried to send the verification email from the “Users” view, in the dashboard.
Actions > Send verification email
But this doesn’t seem to work either.
By looking at the task on the “Logs” view I can see the status of the call is “Pending”.

However I did try to send a verification email from a different auth0 account, and in that case it did work.

6

Yes, the problem seems to be related to our account only. Any verification email, either sent via API or via the interface, does not arrive.

Can anybody from auth0 comment on this please?

7

So basically the email may take up to one hour to arrive, regardless of the recipient (Gmail, Hotmail, $your-provider-here).

From the logs (log id 90020211214124838962794269823950934485507188904484143170) it was sent on “2021-12-14 12:48:33.782”

It arrived at 13:24

8

The application seem to work, a verification email I requested earlier was delivered but with a 40 minutes delay here is the relative Job response

{
  "type": "verification_email",
  "status": "completed",
  "created_at": "2021-12-14T12:44:52.985Z",
  "id": "job_9a7ex5JEa4wiCjJh"
}

Relative log id: 90020211214124458090080130823233063464897495353960431714 (sent on “2021-12-14 12:44:53.015”)

9

Another one here:

{
  "date": "2021-12-14T15:26:35.252Z",
  "type": "sapi",
  "description": "Send an email address verification email",
  "client_id": "GTEm8P6Q5LJUqFsd3sLul8rm0nej9i3o",
  "client_name": "",
  "ip": "35.167.74.121",
  "user_agent": "Chrome 96.0.4664 / Linux 0.0.0",
  "details": {
    "request": {
      "method": "post",
      "path": "/api/v2/jobs/verification-email",
      "query": {},
      "userAgent": "Mozilla/5.0 (X11; Linux x86_64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/96.0.4664.45 Safari/537.36",
      "body": {},
      "channel": "https://manage.auth0.com/",
      "ip": "35.167.74.121",
      "auth": {
      }
    },
    "response": {
      "statusCode": 201,
      "body": {
        "id": "job_556CNvGhXhiN3Ev7",
        "status": "pending",
        "type": "verification_email",
        "created_at": "2021-12-14T15:26:35.216Z"
      }
    }
  },
  "user_id": "google-oauth2|101071305325880252887",
  "log_id": "90020211214152640534080138988823380134702522962144133218",
  "_id": "90020211214152640534080138988823380134702522962144133218",
  "isMobile": false
}

API response:

{
  "type": "verification_email",
  "status": "completed",
  "created_at": "2021-12-14T15:26:35.216Z",
  "id": "job_556CNvGhXhiN3Ev7"
}

No email received.

10

Hi @bbossola,

We are seeing some additional latency with the built in Auth0 provider. Can you confirm you are using a custom email provider? Additionally, please send me your tenant name in a DM.

11

Thank you Dan, you have my DM.

Lates test is “job_556CNvGhXhiN3Ev7”. Email job request sent at 15:26 (“pending”), confirmed “completed” at 15:26, email received at 16:24

12

@bbossola I sent you a response in DM, please continue this conversation there.

13

For other users coming to this thread; this is related to some latency issues with the built in email provider. Setting up a custom provider should resolve this issue.