⛔️ Coming Soon: This email verification system will be live for all accounts on August 3rd, 2026. All features described in this article take effect at that time.
📝 Overview
This update enhances how customer emails are verified in Dash, improving both security and communication reliability. Customers are now required to verify their email when creating a new account, and prompted to when changing the email associated with an existing account. For existing customers with unverified emails, they’ll be prompted to verify their email through a persistent banner which allows them to request a new verification email to be sent.
For staff, verification badges will appear on customer profile pages, making it easy to confirm whether a customer’s primary or alternate email is verified. Staff can also send verification emails directly from the admin side, ensuring customer records are accurate, and emails deliverable.
📣 No setup required
This feature is automatically enabled. Prompts and profile badges will begin appearing without any configuration from staff.
📍 Where You’ll See These Changes
Customers: Upon login if they have an unverified email, during new account creation, and when changing their email
Admins/Staff: On all customer profile pages, (including Organization, Contact, and Participant type) badges will display, and the option to send verification emails.
🧑💻 Customer View
Customers will experience email verification at key moments: when creating a new account, when updating their email address, and through reminders if their email remains unverified. Below you'll find what customers see in their Customer Portal account at each stage.
Click the arrow to learn what customers will see
Click the arrow to learn what customers will see
⚠️ Important
New customers must verify their email before gaining full access to their account. Click the button below to see how to create a new account online.
🆕 New Customers
Verification also occurs automatically when completing a password reset. When creating a new customer from the admin side, via “customers > create customer” a verification email will not be sent, but the initial password reset email will act as the verification.
👀 What they see
Customers will receive an email with a Verify Email Address button when creating a new account or changing their email. Clicking this confirms their account.
A badge displays on their account showing whether their email is verified or unverified.
👥 Existing Customers
Customers who have not yet verified their emails will see a persistent banner upon login.
👀 What they see
On the Profile Page, customers see a badge showing whether their email is verified or unverified.
On the Dashboard, unverified customers see a red banner prompting them to resend the verification email so that their email can become verified.
👩💼 Staff View
Staff members can manage email verification directly from customer profiles, monitor verification status through profile badges, and use enhanced reporting tools to track customers with pending or unverified emails. Below you'll find what staff see on the Admin side and how they interact with the verification system.
Click the arrow to learn what staff will see with the new verification system
Click the arrow to learn what staff will see with the new verification system
⚠️ Important
When a new customer account is created, a verification email is automatically sent. The account cannot be fully used until the customer verifies their email address.
🆕 New Customers
After clicking Save, a variety of welcome emails are sent to the new customer, including one to verify their email.
Staff can resend verification emails as needed.
The account will remain marked as Unverified until the customer completes verification.
👀 What they see
Before a new customer profile is created, staff see a note indicating that creating the profile will trigger account setup emails automatically, regardless of communication preferences.
👥 Existing Customers
Customer profile pages display badges showing verified/unverified status.
Staff can send verification emails for both primary and alternate emails directly from the admin side.
A modal confirmation appears before sending any verification email.
👀 What they see
On the Customer Profile Page, staff see badges showing whether each email is verified or unverified.
From the 3 dot menu on the customer profile, staff can select Send Email Verification for either primary or alternate emails. A confirmation modal appears before the message is sent.
📣 Note for Organization Customers
When creating an organization customer, the email field is optional. However, if an email address is entered, it must still be verified before the customer can fully use their account. If the email is unverified, staff can send the verification later by selecting Options > Send Email Verification from the customer profile.
📊 Reporting
To support the new email verification process, several reporting tools have been updated. These changes make it easier for staff to identify customers with pending profiles or unverified emails, improving communication accuracy and helping ensure accounts are complete before use.
🧾 New Customer Report Enhancements
The New Customer Report includes new filtering and visibility options to help staff track customers by profile and email verification status.
Click the arrow to learn about updates to the New Customer Report
Click the arrow to learn about updates to the New Customer Report
New Report Options
Show Pending Profiles: Displays customer profiles with incomplete required information (such as name, address, and other mandatory fields). This option is checked by default.
Show Customers with Unverified Emails: Displays all customers who have not verified their email address, regardless of profile completion status. This option is checked by default.
New Columns Added
Email Status: Shows whether a customer’s email is Verified or Unverified.
Profile Status: Shows whether a customer’s profile is Complete or Pending.
Name Column Behavior
If a customer does not have a name set yet, the Name column displays None (Pending).
None is clickable. (Pending) appears italicized.
On CSV/PDF export, the Name field is blank for pending profiles.
💬 Customer Search, Email & Text Page Enhancements
The Customer Search, Email & Text page has been enhanced to support the pending profile concept and improve email targeting accuracy.
Click the arrow to learn about updates to the Customer Search, Email & Text page
Click the arrow to learn about updates to the Customer Search, Email & Text page
New Search Options
Include Customers with Unverified Emails (excluded by default)
Appears under Options and defaults to checked.
Includes or excludes customers whose emails are not yet verified.
Tooltip: Customers with unverified emails are excluded from search results by default.
Include Customers with Pending Profiles (excluded by default)
Appears under Options and defaults to unchecked.
Includes or excludes customers with incomplete profiles, such as missing name, gender, or address.
📢 Communicating Email Verification to Your Customers
Use this section as a ready-made communication kit to help your team explain email verification to customers and handle common questions.
️⚠️ Important Note: Starting December 14th, 2026, Dash will no longer send emails to unverified addresses, including receipts, schedule updates, and broadcast messages. We recommend beginning outreach to your customers now so they have plenty of time to verify before the deadline.
🎯 Tips for Encouraging Verification
Click the arrow to view tips for encouraging verification
Click the arrow to view tips for encouraging verification
Consider adding content to your website alerting your customers to the updated email verification process. They can expect to see a red banner prompting them to verify their email if their account is currently unverified.
Let customers know that verifying protects their access to invoices, booking confirmations, facility updates, and program reminders.
Remind staff to mention verification during in-person check-ins, registration help, or any time a customer has questions about their account.
Easily resend a verification email directly from the customer profile.
Use the Customer Search, Email & Text report to identify customers who still need to verify and prioritize outreach before December 14th.
⚠️ Important Note: All new customers created after August 3rd will be required to verify their email prior to gaining account access.
✉️ Sample Outreach Copy
Click the arrow to view sample outreach messages
Click the arrow to view sample outreach messages
️⚠️ Recommendation: We do not recommend sending this message as a broadcast through Dash to all customers at once. Broadcasting to unverified email addresses will result in poor deliverability. Instead, consider using an external CRM, reaching out via phone, or connecting with customers during in-person check-ins. Your broadcast deliverability will improve significantly once customer emails are verified.
Email message
Subject: Action needed: Verify your email with [Facility Name]
Hi [First Name],
We're making updates to how we manage email addresses in our system. To make sure you keep receiving important messages from us, including receipts, schedule updates, and communications from [Facility Name], please verify your email address.
You may have already received a verification email. If so, just click the link inside to confirm. If not, log in to your account and follow the prompt on your dashboard.
After December 14th, 2026, we won't be able to send emails to unverified addresses, so we want to make sure you're all set before then.
Questions? Reach us at [facility contact info].
Website or app notice
Action needed: Email verification is now required. Check your inbox for a verification email and click the link to confirm your address. This ensures you continue receiving receipts, updates, and messages from [Facility Name]. If you need a new verification email, log in and follow the prompt on your dashboard.
📞 Phone Scripts
Click the arrow for scripts to help staff handle verification questions by phone
Click the arrow for scripts to help staff handle verification questions by phone
Customer didn't receive a verification email
"No problem. I can resend that right now. Can I confirm the email address on your account? [Confirm address.] I've sent a new one your way. Please check your inbox, and your spam or junk folder just in case."
Customer asks why they need to verify
"We're updating how we manage email addresses to make sure our messages are reaching you. We want to ensure you receive receipts, schedule updates, and important announcements from us. As a reminder, you can update your communication preferences for what you receive via email on your Dash Customer Portal. Verifying just takes one click from the email we sent."
Customer can't find the email
"Let me check your customer profile first to confirm the verification email was sent. [Check profile.] Yes, I can see it was sent to [read email address]. Let's try a couple of things. First, check your spam or junk folder. It sometimes ends up there. Let me also confirm the email we have on file is the one you have access to [read email address]. Is that the correct one?"
Customer asks about the December deadline
"After December 14th, 2026, we won't be able to send emails to accounts that haven't been verified, so we want to make sure you're set up before then. It only takes a second. Just click the link in the verification email, and you're all set."
💡 Pro Tips
📅 Encourage customers to verify their email right away. This ensures they have full access to their account and can receive all important communications. Set up a regular cadence for reviewing unverified emails via the New Customer Report and Customer Search, Email & Text report. Taking action consistently will help you avoid a backlog as the December 14th deadline approaches.
💬 Use the profile badges as a quick visual indicator before emailing customers.
🏢 For organization customers, remember that email is optional. If an email is entered, it must be verified to ensure reliable communication.
📣 Before sending broadcast emails, review your audience list to confirm all customer emails are verified for the most accurate delivery results.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Why is email verification important?
Click the arrow to see the answer
Click the arrow to see the answer
Email verification provides several key benefits. First, it improves email deliverability by confirming that email addresses are valid and active, which reduces bounced messages and ensures customers actually receive important communications like receipts, booking confirmations, and facility updates.
Second, verification prevents fake or incorrect account creation by ensuring that only real, accessible email addresses are used in customer profiles. This protects your facility from fraudulent accounts and maintains accurate contact records.
Third, it enhances account security by confirming that customers have legitimate access to the email address associated with their account. This is especially important for password resets and account recovery.
Finally, verified email addresses help ensure your broadcast and transactional messages reach customers reliably, improving your overall communication effectiveness.
Do customers have to verify their email to use Dash?
Click the arrow to see the answer
Click the arrow to see the answer
Customers creating new accounts must verify their email before gaining access to their account. If an existing customer changes their email, they will be prompted to verify the new address, but they will not lose access to their account while verification is pending. Existing customers with unverified emails will continue to see prompts until verification is completed.
What happens if a customer changes their email?
Click the arrow to see the answer
Click the arrow to see the answer
They will be sent an email which includes a link for them to click in order to verify their email.
Can staff resend verification emails?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. Staff can send primary or alternate verification emails directly from the admin side.
What do the profile badges mean?
Click the arrow to see the answer
Click the arrow to see the answer
Badges display whether a customer’s email is verified or unverified.
Why are customers with unverified emails excluded from my search by default?
Click the arrow to see the answer
Click the arrow to see the answer
Customers with unverified emails are excluded by default because unverified addresses may not receive messages reliably. This protects you from wasting outreach efforts on addresses that won't deliver.
However, you can include them in your search if needed. For example, you might want to search for all unverified customers to identify who needs outreach before the December 14th deadline, or to generate a list for phone or in-person follow-up. To include unverified emails in your search results, check the "Include Customers with Unverified Emails" option under Search Options before running your query.
Will unverified emails receive broadcast emails?
Click the arrow to see the answer
Click the arrow to see the answer
For now, as long as emails are deliverable, unverified customers will continue to receive emails. However, as of December 14th, 2026, unverified emails will no longer receive messages.