What if I fail to sign up or activate the MERCUSYS ID?

This article shows detailed suggestions about failing to activate a MERCUSYS ID.

This issue may be caused by several things. Please refer to the following steps to troubleshoot.

Step1. Ensure you have internet access when you sign up for the MERCUSYS ID.

Step2. Confirm you have entered a valid e-mail address and password. Please do not use special characters such as &, ~, %, space, etc.

Step3. If you can't receive the activation e-mail when signing up for the Halo ID, please try the suggestions below:

1) Check the domain type of your email address. The SMTP Server will check the recipient to ensure the email has been sent successfully. The verification method works for emails from those domains that belong to small commercial, medical, educational institutions, or governmental agencies. Emails from the above domains are not recommended for use.

2) Check the email filter settings in your email account. Here, we use Gmail settings as an example.

3) Add no-reply@email.mercusys.com to the White list (by clicking Create a new filter) in your email settings.

In the Gmail Filters and Blocked Addressed setting page, you can also view your account's blocked email.

If the above steps don't solve your problem:

We recommend that you change to another email for your cloud account. Don't worry about that because our cloud will keep customer information a secret.

The main reason that you can't receive email from our cloud is the blocked settings on your email account. Some emails have a high-security level, which will automatically block our cloud email address.

Moreover, the SMTP server is likely not allowed to send emails per its SPF record. SPF is short for Sender Policy Framework, which approves the identity of the sender with an IP address and copes with junk mail effectively. The recipient varies in different ways of authentication. Our SPF of the MERCUSYS domain makes an additional record and is generally suitable for common email.

Step4. If the e-mail address you entered has been registered already, try to log into the MERCUSYS app directly. If you forget the password of the MERCUSYS ID, you can try the suggestions by referring to What can I do if I forget the password of my cloud account bound to the MERCUSYS wireless router?