Hey team, I create a clay account for each client that we get on to build there infra. Only problem is, I'm constantly getting the accounts locked for fraud. Previously I had the same problem and you whitelisted my ip however I have moved house. Are you able to whitlelist my current IP and unblock the client email? (email is in thread)
Email: ethos360master@gmail.com
I understand you're experiencing account access issues. Account locks are part of our security measures to prevent spam usage of free trial credits.Since this requires account-specific actions and verification, you'll need to explicitly request a human agent to assist you. Please ask for a human agent in this conversation, and they'll be able to help review your situation, verify your details, and process the IP whitelisting request.
We don't have specific information about whitelisting IPs or unblocking individual email addresses. However, we can provide some general information about email verification and support options.Our system includes features to check email validity and SMTP server status. If you're experiencing issues with a specific email address, it might be related to these checks.For personalized assistance with your specific situation, we recommend reaching out to our support team directly. You can contact us via email at support@clay.com. Our team will be able to look into your case and provide tailored help.Can you provide more details about the issue you're experiencing with the email address ethos360master@gmail.com? This will help us better understand your situation and guide you towards a resolution. Sources: Data points: SMTP Check Blocked | Clay.com Providers Do Not Return Valid Data
Looks like you're still looking for help. We're escalating this over to our support team and someone should be in touch soon. In the meantime, feel free to include any other information that may be helpful in solving your issue!
Hi Aaron, thank you for reaching out. I have unlocked the account associated with ethos360master@gmail.com.
Thanks Stefano, really appreciate it. Could you also get my IP whitelisted so this doesn't happen again. I got my last IP whitelisted a little while ago but have since moved house
Hey Aaron, thanks for letting us know, jumping in here to help out! We'll check if that can be the case, about the IP, with our security system. Of course, in the meantime, knowing each agency may handle it differently, I often recommend you have your own work email which your customers can invite into their workspaces instead of you having to log out and back into a different email. While it also makes sense to have other emails if you're reaching out for customers from your side, but that could also happen at the inbox level outside of Clay, it may be smoother for you to keep control under one Clay login and having access to the multiple workspaces instead. This also prevents you from having to use many different browser profiles, logging our and back in, etc. Hope this helps with some ideas!
Do I still not have to create the clients account first before I add myself? if so, thats where the problem is for me as It blocks me when creating the account due to fraud. If you mean to create the workspace on my account first and invite the client, this wouldn't be the best option as we want the client to have full ownership of the account where we can remove ourselves from it eventually. If it would help I could go back and find the support thread I had previously to provide some context?
Thanks for the follow up, Aaron! Yeah, closer to the 1st option. You have your clients register on Clay, and they invite you into the workspace they create— or is it part of your process to create the workspace for them? I ask because sometimes customers may ask about or would like to see their data in Clay. It would be safer for both, you have your, and they have their own login. This means you only log into your own email all the time and have access to multiple workspaces, and your clients can check it out from their end. They can remove you once the work is done as you also stated, they wouldn't have access to your personal workspace. For example, I'm part of all of these workspaces as a user (aside from my own). I only log into arturo.orozco@clay.com and switch between them from that panel top-right, instead of having to log out and back in with a different email I'm not exactly the owner of. Let me know if this is clearer and helps. https://downloads.intercomcdn.com/i/o/w28k1kwz/1325362867/d60ff7587538e72776c1c9ed40eb/chrome_QEFBlIZq9r.png?expires=1736298000&signature=61665aca2f75124ba0f122eaec351ee525b78107c03c78368d29e56bdce69a13&req=dSMlE8p4n4lZXvMW1HO4zYZ0FFAyH3FBppb%2FQV%2Bj%2BbUDRlLhV%2FXJJ3PkhvxV%0A9ClD%0A
Ah yeah I see. I do set up the client accounts myself as I handle all that for the first campaign. This is where the problem is as I will get locked for fraud if I do it this way. Is there any chance that my IP can get whitelisted so this can happen? Will definitely add myself to the workspace, that would make it alot easier. Thanks!
Appreciate the follow up, Aaron! Not 100% certain about IP addresses as I'm not aware of all security measures and constraints our service provider can/can't follow through with. I'll investigate that a bit more, but thank you for letting us know. For now, I'll make the team aware that this is how it's currently handle on your end so we can help out without any friction if you run into this again for any reason.
Appreciate the Help Arturo! Just to help this is the thread message I was referring to when I mentioned this happened before and they whitelisted me 🙂 "just unlocked that account for you and have also reached out to our security team to make sure that we "whitelist" your IP to make sure that your clients won't run into this issue in the future, as this was part of our previous message about this issue."
Ah, I see. Thank you for sharing, Aaron. The team found the related thread where they contacted our provider directly back then, and they confirmed they could do that now. I've reached out to check what additional IPs may be associated with your account to ensure you're good moving forward. No need to follow up since they stated it should be doable :D
Ah thankyou very much for the help Arturo! Appreciate the support :)
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