Account & Settings

jennysowyrda
Community Manager
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: 

 

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: 

 

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

146 Replies 146
chadmay
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

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. 

 

YES, I think this is a @hubspot glitch. 

gelflex-cc
Key Advisor

New user not receiving welcome email: PLEASE READ BEFORE POSTING

0 Upvotes
Phil_Vallender
Most Valuable Member | Diamond Partner
Most Valuable Member | Diamond Partner

New user not receiving welcome email: PLEASE READ BEFORE POSTING

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.

Phil Vallender | HubSpot Website Agency
kenhickling62
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

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

0 Upvotes
dc352
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

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

 

0 Upvotes
JessicaH
HubSpot Alumni
HubSpot Alumni

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @dc352,

 

Are you still experiencing issues?

Could you follow the steps in this post?

 

Thanks!

Jess 


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0 Upvotes
dc352
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

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.

chadmay
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Thank you! I signed back in just to tell you thanks!  clicked on forgot password, then entered the new user's email. That worked!!

0 Upvotes
jennysowyrda
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

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

kenhickling62
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

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?

0 Upvotes
AAdisa
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi,
 
I am having issues adding a team member email, I have resent an email several times but the team member still can't see any notification. We have checked all email folders. Kindly assist
 
0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @AAdisa 

 

Thank you for reaching out. 

 

Can you confirm you've followed all the steps from the first post above, including allowlisting IP addresses (see in article)

 

Thank you

Best

Tiphaine


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0 Upvotes
AAdisa
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

This article doesn't resolve the issue.

 

 A new team member was added as a user on the CRM but he's not receiving a sign-in notification email. What can I do to resolve this? 

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @AAdisa 

 

Thank you for your reply. 

 

Apologies about that, the wrong article was hyperlinked, I meant this one, especially the section regarding allowlisting HubSpot IP and email addresses as they could be filtered by your email client. 

 

If this has been done already, please send me the email address of this user by DM

 

Thank you

Best

Tiphaine


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0 Upvotes
KWright8
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

this didn't work. his email address is com  they have not receive the invitation.

 

0 Upvotes
PamCotton
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hello @KWright8 could you please confirm if the email is not in the spam inbox and what steps were taken? Wanted to share this knowledge base here with more information.

 

The more information, screenshots, and details you can provide, the better I can advise on the next steps.

Thank you,

Pam

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LFox
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

I'm trying to add a user: xxx- she is receiving nothing in her gmail inbox.

I have been through all of the steps suggested in the article above

Please help!!

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @LFox 

 

Thank you for reaching out. 

 

There was a bounce with the message 550-5.1.1 The email account that you tried to reach does not exist. Please try 550-5.1.1 double-checking the recipient's email address for typos or 550-5.1.1 unnecessary spaces. Learn more at 550 5.1.1 on the 25th of June.

 

It's probably because the invite was then sent before the email address was actually active. We have removed the bounce and you can try again !

 

Best, 

Tiphaine


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0 Upvotes
werelouis
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

I have inboxed you

0 Upvotes
RVierling
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi, I'm trying to add a few new users to our account and they aren't receiving the invitation emails.

 

Emails: info@allsup.com, yourvateam@allsup.com, allsupcares@allsup.com, allsuphealthcare@allsup.com

Account: Allsup (4193577)

 

I've tried resending the invite email as well as deleting and readding contacts. I did the email sender and IP address checks with our IT team and nothing is being blocked. Can you help?

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @RVierling 

 

Thank you for reaching out and apologies for the delay here. 

 

I had a look and I can see that all invitation emails have been delivered with a 250 OK by your servers. It can happen that these emails are received but that they aren't placed in the inbox, they could lie in a quarantine area or be retained. 

 

I understand that your IT team said nothing is being blocked, but to make sure you're receiving the emails in the inbox it is recommanded that your IT team allowlists the HubSpot email addresses as well as HubSpot IP addresses by following these steps. Then you could try again and that should work. 

 

Hope that helps.
Have a lovely day,
Tiphaine.


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