Users have a verification loop issue when trying to login

PROBLEM: Users trying to reset their password get a verification request despite having an account already and not receiving any emails to do so. 

CAUSE:  

Sendgrid may be blocking the IP that the email gets sent from.

Previous incident example:

Jan 2026 - wide spread issue with Microsoft emails. 

https://status.sendgrid.com/incidents/s4r5zvr8v4hh

TO DO:

• Login as user to test to see if issue does occur.
• If there are more than one instance, is it affecting only certain e-mails (gmail only?)
• Log a ticket with ATech to investigate and cite the below previous tickets for reference.
• ATech may need to manually verify the accounts and we get users to retry.

PREVIOUS:

Freshdesk Tracker: [#73828] Blocked Emails to Careers Vic causing verification loop issue : VPSC

ATech: ATech Support Desk | Ticket