Mar 19, 20194:50 PM - last edited on Aug 17, 20209:11 AM by sharonlicari
Community Manager
New user not receiving welcome email: PLEASE READ BEFORE POSTING
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 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.
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.
New user not receiving welcome email: PLEASE READ BEFORE POSTING
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?
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.
New user not receiving welcome email: PLEASE READ BEFORE POSTING
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.
New user not receiving welcome email: PLEASE READ BEFORE POSTING
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.
New user not receiving welcome email: PLEASE READ BEFORE POSTING
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!!
New user not receiving welcome email: PLEASE READ BEFORE POSTING
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!
New user not receiving welcome email: PLEASE READ BEFORE POSTING
@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
Apr 12, 20214:45 AM - last edited on Apr 12, 20216:36 PM by PamCotton
Member
New user not receiving welcome email: PLEASE READ BEFORE POSTING
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.