Overview

When trying to add and verify an email address to Kayako, you see the following nginx error after clicking the verification link that is sent to the email address.

404 Not Found

Solution

This occurs when you are trying to add an email address as a channel, but the email address is already present in your Kayako instance as a user or agent account causing a conflict.

In order to solve this issue, the email address will need to be removed from the backend database. Please raise a support ticket with the details of the affected email address(es) if you encounter this issue.

<supportagent>

Support agents

Follow these steps to resolve this issue:

1. Confirm the email address with the customer and inform them that it will be removed from the database by the backend team. This is important as removing incorrect email addresses may cause severe issues for the customer. 
2. Raise a PRF under Fix 404 error when verifying an email address. SaaS team will then remove the email address from the database and clear the Redis cache.
3. Add the affected email address again.
4. Verification link should now be functional.

</supportagent>