The Website Scan needs to confirm your email address before it can run. You enter your address in the Website Scan section of your Complianz settings, we email you a confirmation link, and opening that link connects your site to the scan.
If something goes wrong during that exchange, Complianz shows one of the warnings below. This guide explains what each one means and how to clear it.
How Authentication Works
Knowing the four steps makes each error easier to place:
- You enter your email address and save.
- Complianz asks
api.complianz.ioto send you a confirmation email. - You open the link in that email. It returns you to your WordPress dashboard carrying your email address and a one-time token.
- Complianz exchanges that token for credentials, and the scan is connected.
Every step needs your server to reach api.complianz.io over HTTPS. That is the single most common reason authentication fails.
The Fix That Solves Most of These
Before working through the individual errors, try this. It resets the connection and starts the process again from scratch:
- Go to the Website Scan section of your Complianz settings.
- Clear the email address field and save.
- Enter your email address again and save.
- Open the newest confirmation email and follow the link.
Changing the saved address clears the stored credentials and sends a fresh confirmation email, so any half-finished attempt is discarded. Always use the most recent email: older links no longer work once a new one is issued.
Clearing the field first is the part that matters. Complianz only resets the connection when the saved address actually changes, so saving the same address a second time does nothing at all: no email goes out, and no error appears to tell you why.
Missing Token
“The token is missing from the URL which you are using to authenticate.”
The link you opened arrived without its token. The address itself was fine, but the part that proves who you are did not survive the trip.
This usually happens when the link gets broken, for example when an email client wraps it across two lines and only the first half is copied, or when a security plugin, proxy or URL rewriting rule strips query parameters.
What to do: open the link directly from the email rather than copying and pasting it. If it still fails, request a new confirmation email using the steps above.
E-mail Mismatch
“The e-mail that you are authenticating does not match the e-mail stored in your settings currently.”
The address in the confirmation link is not the address currently saved in your settings. This happens when you request a confirmation email, then change the address before opening the link.
What to do: clear the email field, save, enter the address you actually want to use, and save again. Then open the newest confirmation email.
Authentication Failed
“The authentication of your e-mail address failed. Please try again later.”
Complianz reached our API with your token, but the token was not accepted. The usual causes are an expired link, a link that was already used, or a temporary problem on our side.
What to do: request a new confirmation email and open the newest one. If it fails again, your server may not be reaching api.complianz.io reliably. See the section on blocked connections below.
Token Not Retrieved
“The token for the api could not be retrieved.”
This one happens at a different stage. Your site is already connected, and Complianz is asking our API for the access token it needs to run a scan. That request failed.
Either the stored credentials are no longer valid, or your server could not reach api.complianz.io. Complianz backs off and retries rather than hammering the API, so the warning can stay on screen for a while, even once you have fixed the underlying cause.
What to do: first confirm your server can reach api.complianz.io, using the section below. Then reconnect by clearing and re-entering your email address.
E-mail Verification Not Sent
“The e-mail to verify your e-mail address could not be sent. Please check your e-mail address or try again later.”
Complianz could not get the confirmation email sent at all, so nothing will arrive in your inbox. There are two reasons this happens:
- The address is not a valid email address. Check it for typos and stray spaces.
- The request to
api.complianz.iofailed, so the instruction to send the email never arrived.
Note that this email is sent by us, not by your WordPress site, so your site’s own email configuration and any SMTP plugin are not the cause.
What to do: correct the address if needed, then save. If the address is right, check the section below. Requesting several emails in quick succession is also rate limited, so if you have been clicking repeatedly, wait a few seconds before trying again.
When Your Server Cannot Reach Our API
Every error on this page can be caused by your server failing to reach api.complianz.io. Some hosts block outbound connections by default, and firewalls or security plugins can do the same.
Ask your hosting provider to confirm that outbound HTTPS connections to api.complianz.io are allowed. If you run a security plugin or a firewall, check whether it is blocking outgoing requests from WordPress.
The Website Scan also needs your WordPress REST API to be publicly reachable. If Complianz reports that separately, see Errors on Complianz REST API.
Still Stuck?
Please contact us and tell us which of the warnings above you see and what you have already tried. That helps us pinpoint the issue faster.