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Help: ‘Verify your email address first, then try again’

You might be here because: “Verify your email address first, then try again” · “You do not have permission to perform this action” · “can’t message support” · “help says verify my email” · “support form gives 403” · “I never verified my email and now I can’t contact support” · “how do I verify my email” · “new conversation refused”

Short answer

Starting a Help conversation needs a verified email address, because a copy of every reply goes to that address. The dashboard says “Verify your email address first, then try again.” The desktop app shows its general “You do not have permission to perform this action.” for the same refusal. Verify the address with the link from the email you were sent at sign-up (or resend it), then send your message again.

Check first

  • Did you finish sign-up? Verification is the link in the first email; until it is used, the address counts as unverified.
  • Signed in to the right account? Verification belongs to the account, so a second account needs its own.
  • Self-hosted app? Its Help has no composer at all: “This app is connected to your own server, which has no support inbox.” Write to [email protected] instead.

Likely causes and fixes

  1. Address never verified. Follow Sign up and confirm your email (link, resend); once the dashboard accepts the link, Help works straight away, because the check runs on every attempt.
  2. Verification email never arrived. See Didn’t get the verification, sign-in, reset or invite email.
  3. Desktop app shows only “You do not have permission”. The app cannot tell this refusal from other permission refusals, so it uses its general sentence. Open the dashboard’s Help page: it names the cause.
  4. Reading works, writing doesn’t. Listing and reading conversations do not need a verified address; creating one does. Replying in a conversation you already have does not need it either.
  5. Verified, still refused. Sign out and in again so the app or dashboard reads the account’s current state; if the sentence persists, a person checks the account.

If it still fails

Press Talk to a person in this chat (or open Help) and include your account email, when you verified it, the exact sentence and the time. If Help itself will not send, email [email protected]; a person reads it either way.