Verification email delays continuing to plague Jump signups

It is now over three weeks since this problem was first reported and despite the best efforts of the Skinny Jump team, there is no immediate resolution in sight. Indications so far is that it is affecting customers with gmail.com addresses, but this could simply be because this is what most Jump customers use. Another suggestion is that some corporate networks (such as local authorities) could have tightened the scrutiny on incoming email to Gmail addresses. This would affect Jump customers signing up using library computers or wifi, for example. Any mail considered to be somewhat suspicious is usually directed into spam folders or in the case of corporate enterprises to a centralised filter that delays the mail until it is manually released or processed and deemed to be safe.

We don’t know for sure if this is the case, but we do know that most of the problems are being reported by our larger library partners.

Our team was in Nelson last week and together with Nelson Library staff signed up 15 new Jump connections at Franklyn Village, a social housing complex. And the good news was that the verification emails all arrived as expected, i.e. within seconds. One difference was that we were using a Jump connection for the sign ups – so that got us thinking!

Partners experiencing these verification email delays when signing up customers might like to try using a Jump connection. Many Jump partners are already using a Jump modem for demo purposes, so it would be just a matter of ensuring it is active when signing up new customers.

We would really like to know how this works out, so please email us (jump@diaa.nz) if it doesn’t make any difference, then we will know it has nothing to do with your local network and will need to reach further into the email cloud. To help the Skinny team with their investigations, they have asked if you could capture email header information and send River (river.burich@spark.co.nz) and me (jump@diaa.nz) a copy if you a notice a delay of more than a few minutes. You can find instructions for doing this here.

Thanks for your help. We do need to get to the bottom of this.