topic Re: New user not receiving welcome email: PLEASE READ BEFORE POSTING in Account & Settings

New user not receiving welcome email: PLEASE READ BEFORE POSTING

jennysowyrda — Mon, 17 Aug 2020 13:11:16 GMT

If you are adding users to your portal and they are not receiving the welcome email in their inbox, please ensure you follow the steps outlined below before posting:

1. Check junk/spam folders

2. Verify the email address spelling is correct

3. Follow the steps outlined in this article

These steps include:

Allowlisting the following email addresses:

noreply@hubspot.com
success@hubspot.com
hubspotreports@hubspot.com
notifications@hubspot.com (specifically for lead revisit notifications)
notifications@email.leadin.com

Allowlisting IP addresses (see in article)

4. Resend the invitation

You can do this within your portal by navigating into settings>users & teams>search for the specific user who has the pending invitation and resend the email.

If you are still stuck after following those steps, please share:

1. Email address of the user

2. Portal you are trying to add the user to

3. Confirm where in the process the user is getting stuck

New user not receiving invitation email

jaygrove — Mon, 15 Apr 2019 16:15:10 GMT

I have set up a new user and the user in questions is nto receiving the invite email.

Re: New user not receiving invitation email

Phil_Vallender — Mon, 15 Apr 2019 18:11:06 GMT

Hi @jaygrove

There are a few things to check in this article: New user not receiving welcome email

If you still have issues, the author explains what information to send to them.

Hope this helps.

Re: New user not receiving invitation email

gelflex-cc — Mon, 15 Apr 2019 18:56:45 GMT

Here is another thread with the same concern - https://community.hubspot.com/t5/CRM/New-User-Invitation-email-failed-to-be-received/m-p/49947#M5181

Re: New user not receiving welcome email: PLEASE READ BEFORE POSTING

WTBurgess — Mon, 17 Aug 2020 13:12:09 GMT

Hi,

I have the same issue with adding jim.gilbert to the crm, sales & marketing hub. The invite doesn't arrive to his mailbox.
I tried allowlisting as well but it doesn't work, could you check what happened?

Benjamin

Re: New user not receiving welcome email: PLEASE READ BEFORE POSTING

jennysowyrda — Mon, 04 Nov 2019 23:32:35 GMT

Hi @WTBurgess,

If you are still experiencing this issue can you please direct message me the information requested above?

Thank you,
Jenny

Re: New user not receiving invitation email

kenhickling62 — Tue, 18 Aug 2020 09:04:09 GMT

Hi Phil

I have set up four users already, three using the godaddy email that I have created for them as new users for a new company. Now the fifth user - also on the same godaddy email domain - has been setup, but no invite email recieved.

FYI: so far I have -

Deleted and recreated the user account in hubspot

Checked deleted and spam folders in the outlook.com client

Added the five hubspot email addresses as recommended into the allowlist

I have not been able to add the IP as I don't see a way to get to that level from within the outlook.com client.

Given that for three other users set up this way (same hubspot, same email domain) all has been fine, I am finding it hard to see what might be different in this case.

Any Ideas?

Ken

Re: New user not receiving welcome email: PLEASE READ BEFORE POSTING

kenhickling62 — Mon, 17 Aug 2020 13:13:28 GMT

I have the same issue:

FYI: so far I have -

Deleted and recreated the user account in hubspot

Checked deleted and spam folders in the outlook.com client

Added the five hubspot smail addresses as recommended into the allowlist

I have not been able to add the IP as I don't see a way to get to that level from within the outlook.com client.

Given that for three other users set up this way (same hubspot, same email domain) all have been fine, I am finding it hard to see what would be different in this case.

Any Ideas?

Ken

Re: New user not receiving welcome email: PLEASE READ BEFORE POSTING

jennysowyrda — Tue, 03 Dec 2019 21:22:40 GMT

Hi @kenhickling62,

I have reached out to you directly with next steps.

Thank you,

Jenny

Re: New user not receiving invitation email

jennysowyrda — Tue, 03 Dec 2019 21:37:31 GMT

To circle back, @kenhickling62 and I have connected directly.

Re: New user not receiving invitation email

kenhickling62 — Fri, 13 Dec 2019 10:26:32 GMT

Jenny

Super response and everything now working as we wanted. Perfect Solution.

Thanks for your assistance.

Regards

Ken

PS: How do I mark this as a solution?

Re: New user not receiving welcome email: PLEASE READ BEFORE POSTING

guyricha — Mon, 17 Aug 2020 13:13:52 GMT

Hi i have done all the above allowlisted and checked my e-mails but hes still not recieved an email with his invitation.

Re: New user not receiving welcome email: PLEASE READ BEFORE POSTING

jennysowyrda — Fri, 31 Jan 2020 17:24:04 GMT

Hi @guyricha,

Can you please direct message me the email address for the user you are having issues with?

Thank you,
Jenny

Re: New user not receiving welcome email: PLEASE READ BEFORE POSTING

Pasquars36 — Tue, 24 Mar 2020 18:18:09 GMT

Hello,

I am having the same issues --- I am adding a new member and they are not receiving the email invite to joing our hubspot profile. Checked their spam etc. No luck.

Can you assist?

Re: New user not receiving welcome email: PLEASE READ BEFORE POSTING

jennysowyrda — Thu, 26 Mar 2020 15:28:28 GMT

Hi @Pasquars36,

Can you please direct message me the email address in question and I can investigate this further?

Thank you,
Jenny

Re: New user not receiving invitation email

dc352 — Tue, 26 May 2020 19:38:18 GMT

We have the same problem. I suspect the reason is that we sent an invite from HubSpot before we created the invitee's email account during onboarding -> the invite must have hard-bounced as for non-existent mailbox.

I hope that HubSpot will re-send the invite after some back-off period but I couldn't find anything that would say how long that could take.

Dan

Re: New user not receiving invitation email

JessicaH — Wed, 27 May 2020 09:53:14 GMT

Hi @dc352,

Are you still experiencing issues?

Could you follow the steps in this post?

Thanks!

Jess

Re: New user not receiving invitation email

dc352 — Tue, 18 Aug 2020 09:04:58 GMT

Hi @JessicaH

I looked at the steps you mention but they are more towards marketing emailing.

I managed to resolve the problem by adding the email address in question to my own account - or trying to.

1. I removed the new user

2. I tried to add that email address as my alias. That complained that the user still existed (which was not the case but it seems that changes, .e.g., removing an integration with Outlook takes some time, not far off 30 minutes to propagate)

3. I re-created the user - still no email

4. I tried to log in with the new email address and send my self a password reminder. The reminder was sent - hooray.

A bit more clarity about, e.g., a note that the email address is blocklisted due to a hard-bounce, would be great.

In the end - the password reminder seemed to be the way to go, but it needs confirmation.

Re: New user not receiving welcome email: PLEASE READ BEFORE POSTING

seleleospencer — Sun, 14 Jun 2020 13:03:04 GMT

Hi Jenny,

Also struggling with this - the MX records were not set up correctly when I first sent the invite so I think it may have created a blockage for a new invite to get through

Have tried all recommended fixes - could you please look at the account

7805769 with spencer@websitewow.co.za being the user that is not receiving the invite

Thanks in advance

Re: New user not receiving welcome email: PLEASE READ BEFORE POSTING

PamCotton — Tue, 16 Jun 2020 12:57:57 GMT

Hello @seleleospencer

I was able to resend you the invitation to join the account, please check your inbox for the email and you should be all set.

Kindly,

Pam