Is the link embeded in a text or just a pasted link?
The link isn't broken as I can copy and paste
Then it's not a link, it's just plain text.
It's not an active link, I have seen that in emails before and I wouldn't fret over it. You did what can be done to get it to work by copy/paste. Some links can be made active by holding cntrl while trying to click on the link but that doesn't always work so copy/paste or request them to resend.
It could be something on their end, not yours...
if you can copy and paste then what's the problem? Just start a new e-mail manually and paste the e-mail address in yourself.