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:
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
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.
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.
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.
I am having the same issue . Account is xxx. I am creating a user xxx, no matter what I add he doesnt get the welcome invite . I added the accresses to allowlist , checked the spam, deleted and re-created the user.
Just go to the login screen, and click forgot Password, then enter the new user’s email. An email will be sent to the new user to change/update the PW.
@hubspot I’d just like to raise that we have had this invite issue on our account too this week
Only one particular new user for some strange reason? Despite being able to setup and invite other collegues with the same email domain to hubspot fine after?
Thanks @chadmay for the above - we were able to use this approach to get the user logged in
Dear community,
I have tried all above steps recommended to have a new member of our team receive her welcome email but nothing seems to work. Interestingly, she doesn’t actually receive the welcome email from 2 different Hubspot accounts that she needs to use.
Could anyone pls assist in finding a solution? Many thanks!!
Hello @FVeldman thank you for the information provided, looks like that email bounced because the user does not exist. I was able to unbounce, could you please resend the email invitation and confirm if the user receives it? Thank you!