If you are trying to access Multiverse for the first time and are waiting for an email that has not arrived, this article explains what to look for and what to do next.
Which Email Should I Be Looking For?
When you first join, Multiverse sends one of two emails. You'll normally get one, not both.
If you signed up yourself
You'll get a verification email. This happens if you used a link shared with you, for example in the chat at your information session. Select Verify now to finish signing up. The link lasts 72 hours. If it has run out, log in and resend the verification email.
If your account was set up for you
You'll get an invitation email saying you've been invited to join Multiverse. Select Get started to go straight into The Platform. You won't get a verification email as well, because the invitation has already done that. Multiverse usually sets this up automatically, though your employer or Coach may sometimes do it.
If you manage an apprentice: the emails you receive are explained in Line Manager Email Notifications: What to Expect and When.
Already have an account?
If you're an apprentice manager, a current apprentice, or you've applied before, you already have an account. You don't need a new one or to verify your email again. You may still get an invitation email, for example when a new apprentice you manage is finalised. Select Get started and log in with your usual details.
If your link doesn't work, contact the Multiverse Support Team.
What to Do If You Cannot Find Your Email
The email can take up to 20 minutes to arrive. If it has not arrived after 20 minutes, work through these steps.
Check your spam, junk and quarantine folders. The sender is Multiverse.
Search your inbox for
multiverse.ioto catch anything filtered into another folder.Check you used the right email address. Emails sometimes go to a personal address rather than a work address, or the other way round. If someone set up your account, confirm with your employer or your point of contact at Multiverse which address it was set up against.
If your verification link has expired, log in to your account and resend it. If your account was set up for you, contact the Multiverse Support Team and ask them to resend the invitation.
If you have completed all of these steps and the email still has not arrived, contact the Multiverse Support Team using the chatbot at support.multiverse.io.
Tell the Support Team:
The email address your account should be linked to.
The link you used to sign up, if you know it.
The name of your employer.
Which email you are expecting (verification or invitation).
This information helps the Support Team find your account quickly and check whether the email was sent.
What If the Email Is Being Blocked by the Employer's IT System?
If multiple colleagues at the same employer are not receiving Multiverse emails, or if the IT team has flagged Multiverse messages as suspicious, the issue is likely an email security block rather than a missing email. For full guidance, including a request to forward to the IT team, see our guidance for IT teams.
Frequently Asked Questions (FAQs)
Questions | Answers |
Question: How long does the verification link last? | Answer: 72 hours. If it has expired, log in to your account and resend the verification email. |
Question: I clicked a link and was then asked to verify my email. Should I expect a verification email? | Answer: It depends on how you signed up. If you created your own account, you receive a verification email: select Verify now. If your account was set up for you, clicking the invitation link confirms your email address and you do not receive a verification email. If you are stuck on a verification screen, contact the Multiverse Support Team and describe exactly what you see on screen. A screen recording is the fastest way for them to resolve this. |
Question: Some of my colleagues received the email and I did not. Is this a bug? | Answer: Not necessarily. You would expect different emails if you signed up with a link and a colleague's account was set up for them. Other common causes are an email filtered into spam or quarantine, an account set up against a different email address, or an employer email block. Work through the steps above. If the email still has not arrived, contact the Multiverse Support Team. |
Question: My company blocks external emails. Could that be the problem? | Answer: Yes, this is a common cause. See our guidance for IT teams for full guidance, including a request to forward to the employer's IT team. |
Question: I already have a Multiverse account. Do I need to sign up again? | Answer: No. Log in with your existing details, then open your link. |