SAP Knowledge Base Article - Public

3202927 - Unable to receive verification code for newly created e-mail channel after rerouting to the technical e-mail address


  • The Administrator has setup a new e-mail channel in C4C
  • When attempting to verify the e-mail, no verification code is received since the reroute to the technical e-mail address was already set, prior to verifying the e-mail
  • The verification code was sent to the Technical e-mail address instead


  • SAP Cloud for Customer
  • SAP Cloud for Sales
  • SAP Cloud for Service

Reproducing the Issue

  1. Create a company e-mail inbox (E-mail account)
  2. Perform the re-route to the designed technical e-mail address for the corresponding tenant
  3. Logon to C4C and navigate to > "Administrator" > "Service and Social" > "E-mail Addresses" > "Edit/New"
  4. Click "Verify E-Mail Address"


Verification code sent to technical e-mail address where customers have no access


  • Since customers would not have access to the Technical E-mail Addresses, we recommend performing the redirect/re-route of the newly created e-mail after the verification process is completed.
  • Alternatively, customers can also save a local copy of all inbound e-mails on their E-mail Servers and perform the redirect to the technical e-mail address. 
  • Customers should never use Technical E-mail addresses as E-mail Channels in C4C.

See Also


Gmail, inbox, verification, validating, code, technical e-mail, B2B Support Scenario: B2C Support Scenario: Employee Support Scenario: , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , Problem


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