StretchSuite account statuses explained

Why statuses exist

StretchSuite is in a controlled rollout, so a brand-new account passes through a short lifecycle before it can be used. Knowing which stage you're in tells you whether you should act, wait, or contact support — and prevents you from mistaking a normal rollout hold for a bug.

The account lifecycle

Think of it as three gates in order. You clear them one at a time:

1. Registered (unverified). You created the account but haven't confirmed your email yet. You cannot sign in. Action: open the verification email and confirm your address.
2. Verified, awaiting activation. Your email is confirmed, but the platform hasn't activated your access yet. You still cannot sign in normally. Action: wait for the approval email — nothing else is required from you.
3. Active. Your account is verified and approved. You can sign in and use everything your organization and role allow.

The verify-email page tells you which of the last two states you're in the moment you confirm: it either says "Your account is ready" (active — sign in now) or "Your account is awaiting activation" (verified, still pending approval).

How to tell which status you're in

• You clicked the verification link and saw "Your account is ready." → You're active. Go to /login.
• You clicked the verification link and saw "Your account is awaiting activation." → You're verified, pending. Wait for the approval email.
• You try to sign in and are told the account isn't active, or sign-in silently fails right after registering. → You're likely still pending activation (or haven't verified yet).
• You never received a verification email. → You may still be unverified; use the resend flow on /verify-email.

Realistic example

Omar registers on a Friday afternoon, verifies his email immediately, and sees "Your account is awaiting activation." He tries to sign in anyway and it doesn't work — which is expected, because he hasn't cleared the activation gate. He waits. On Monday he receives an email confirming his access is approved, signs in, and everything works. Nothing was broken; his account simply moved from verified, pending to active when the team approved it.

What to do at each stage

1. If you're unverified: find the verification email (check spam), confirm your address, and note whether the result page says "ready" or "awaiting activation."
2. If you're awaiting activation: do nothing except watch your inbox for the approval email. Re-verifying or re-registering won't speed this up and can create confusion.
3. If you're active but can't sign in: the problem is a sign-in issue, not a status issue — see Troubleshoot sign-in and account access.

Tips

• "Awaiting activation" is not an error. It's a deliberate rollout hold. Repeatedly resending verification will not activate you — only approval does.
• Don't register twice. Creating a second account with a different email doesn't bypass activation; it just splits your identity and makes support harder.
• Keep the approval email. It's your signal that the active gate is cleared and confirms which address is approved.

FAQ

How long does activation take? It varies during the rollout. If it's been well beyond what you'd expect and you've confirmed your email is verified, contact support with your email address and (if you have it) your organization ID.

Can I sign in before my account is active? No. Verification and activation are both required. Until you're active, sign-in won't succeed. See Why resend verification may not confirm an account if you're stuck between stages.

Does every account go through activation? During the controlled rollout, verified accounts may be held for approval. Some accounts verify straight to active ("Your account is ready"); others wait. The verify-email result tells you which path applies to you.