Hello @DeirdreM304 ,
Have you checked the recipient's junk folder to ensure it hasn't arrived there?
If you're unable to get the email to go through to this particular user, then you'll need to call in for a secure, manual approval of the verification. You may need to answer a security question or two if your account doesn't pull up, or your account otherwise needs confirming. Once they have you confirmed, they'll be able to go into our back end system and verify the address.
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