New user not receiving invitation email

[jennysowyrda]

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

[EagleClub]

Hi @jennysowyrda 

I have a user who will not receive the email incite no matter what we do. We have taken all the necessary steps to make sure this does not happen and it keeps occuring. Wondering if we can get some assitance here with this as this employee needs to be onboarded ASAP. 

Thank you!

[TiphaineCuisset]

Hi @EagleClub 

Thank you for reaching out

Could you send me via DM the email address in question? 

Thank you!

Best

Tiphaine

[TiphaineCuisset]

Hi @mathewziegler 

Thank you for reaching out. 

I would recommend connecting with HubSpot Technical Support, as I see you have Support included in your subscription and they will be able to provide real-time assistance for this matter, where you are able to share the email address with them for further troubleshooting.

Thank you!

Best

Tiphaine

[CRan]

Hi Jenny,

don't know if this thread is still alive, but I have a user that was send an invitation before the mailbox was active, and now cannot receive anymore invitation resends, they are just not arriving at our end (looking at message trace in Exchange). I'd rather not share the emailaddress on a public forum, can you unbounce the user for me or where can I go? 

Thanks!

[TiphaineCuisset]

Hi @CRan 

Thank you for reaching out!

I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, where you are able to share the e-mail address easily there!

Please let us know if you're having trouble reaching out to technical support. 

Best,

Tiphaine

[CRan]

Hi Tiphane,

The user was indeed blocked on Hubspot's end, I was helped by support and we managed to fix it in the end. Thanks for inquiring!

Cheers,

Coen

[AWarner1]

2 of my users have not received the email and not in junk. Please help!

[TiphaineCuisset]

Hi @AWarner1 

Thank you for reaching out.

Can you confirm you've followed step 3 from the steps listed in the first post here? 

Thank you!

Best

Tiphaine

[jaygrove]

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

[IFreeland]

Good to know we're not alone as one of our clients is also having trouble getting the invite email.

History:  

He had a hubspot account using his business email.  He is not tech minded at all and didn't realize it would deactivate if not used within a certain period of time.  So, I setup a new account for his business and invited him using the same email address (his business email).  No matter what we do, the invite never arrives in his inbox.  It shows pending in hubspot but he does not receive it.  As with others who have posted, all of his folders have been checked, hubspot emails are accounted for, etc.  We've tried deleting and adding him back in.  

He is very well known in his industry so changing his email address could be done but could be a bit problematic down the road as many know him with that email address.  Any solutions to getting his email and hubspot to connect?

Update: After discussing with my client, he informed me that he is getting alerts everytime he sends an email saying that he is not logged into Hubspot and Hubspot will not be able to track it...  So it seems that something is connected but it's still a mystery as to why he can't receive the code for when he's logging in. 

11/09/21 Update: We ended up talking to an IT person who suggested we disconnect the router for 20 minutes or more in order to establish a new IP address for the client.  This worked.  After that, our client was able to successfully go through the process of signing in, resetting his password, and ultimately gaining access to his account.  The account was opened in August of this year so he is very happy to have this hurdle cleared and is now busily getting all of his contacts ready for import. 

[TiphaineCuisset]

Hi @IFreeland 

Thank you for reaching out

Can you confirm that the steps in this article have been followed, especially regarding allowlisting the email addresses? 

If yes, can you send me via DM the email address of this user? 

Thank you

Best

Tiphaine

[IFreeland]

Hi Tiphaine,

I've posted an update to my original post.  It was looking like I would need to take you up on your offer to DM you with our client's email address but it has since been resolved by disconnecting his router for 20 minutes.  Getting a new IP address seems to have gotten around the problem of him accessing his hubspot account.  It's been months since this started so this is a huge relief that it is now resolved.  Thank you for your outreach and willingness to help out.

Kind regards,

@IFreeland

[FVeldman]

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!!

[PamCotton]

Hello, @FVeldman I would like to share this Community post here with important steps.

Could you please confirm if you followed all the recommendations. 

If after that the user still not receiving , 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


Thank you,

Pam

[FVeldman]

Hi @PamCotton, thanks for your response. Did you receive my direct message? Many thanks for your support!! 

[PamCotton]

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!

pam

[PKleinhuis]

Hi Pam, 

Can you also help me because i can not get it to work? 

Thanks in advance.

[TerryB]

@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

[MBakshi]

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.

Please help. 

[PamCotton]

Hello, @MBakshi looks like the email was bounced on our end, could you please try to resend the email again and let us know how it works?

Thank you,

Pam

[MBakshi]

Hi





I have resent the invite , the user is still not getting it



Please advise



Thanks

Manish