Why Can't I Open a Document Sent by the RMR Support Team?

Overview

If you are having difficulty downloading, viewing, or opening a secure document sent by our team, it is likely because your email address needs to be verified within Zendesk, our secure participant support system.

We use this verification protocol to protect your personal privacy and guarantee that sensitive health, corporate, or financial documents reach only you. Verifying your profile allows you to track support tickets, download secure attachments, and view your complete interaction history.

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🛠️ Step 1: Locate and Open Your Welcome Email

To verify your account, you must find the original automated verification message sent when your request was first created.

• Search Subject: “Welcome to Rocky Mountain Reserve” or a request to verify your email address.

• Search Sender: [e-mail]

• Check Filters: If you do not see it in your primary inbox, please check your Spam, Junk, or Promotions folders, as automated messages can easily get misrouted.

🛠️ Step 2: Register and Verify Your Account

1. Open the message and click the first verification hyperlink provided inside the email text to launch the secure account setup page.

2. Establish your login credentials on the registration screen. If the Username box is blank, type in your full email address.

3. Create a unique, secure password and click Submit to finalize your registration.

🛠️ Step 3: Access Your Documents & Interaction History

Once your email profile is successfully verified, you can access the RMR Support Help Center at any time using your email address as your username.

1. Navigate to the top right-hand corner of the support webpage and click on your name to reveal the profile drop-down menu.

2. Select My Activities from the menu.

3. Inside this panel, you will find a complete, chronological history of your communications with Rocky Mountain Reserve—including transcripts of your past phone calls, emails, and live chats—and you can download your documents immediately.

⚠️ Troubleshooting Access & Delivery Issues

The "My Activities" Section Appears Empty

Please verify that the specific email address you used to log into the support portal exactly matches the email address you gave to our representative during your call or chat.

You Aren't Receiving the Verification Email

If the automated message fails to arrive in your inbox:

• Ensure your personal or corporate email firewall settings are not actively blocking automated, unmonitored, or "no-reply" senders.

• Confirm that you are checking the exact inbox address you provided to your Rocky Mountain Reserve representative. (If you need to change your primary account email, please follow the steps outlined in our email update guide).

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Contact Participant Services:

💬 Live Chat: Available via the User Portal

✉️ Email: [e-mail] 

📞 Phone: [phone] 

🕒 Support Hours: M–F, 8 AM – 5 PM MST