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
AStoj
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hello, i have the same issue.

I followed all steps but my colleague receives nothing.

 

Email is xxx

Company Iciformation 7323751

 

Thanks for help !

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @AStoj 

 

I can see the last invite email seems to have been received and opened, is this issue solved for this user? 

 

Thank you, 

Best

Tiphaine


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VOhHappy
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Resolved; thanks!

GitteE
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi

 

I have the same issue despite following the instructions above. Can you please help?

The e-mail in question is xxx

 

I am trying to add him to the TAGARNO portal (xxxxx), but he does not receive the invitation link nor any of the e-mails I am resending.

 

Thank you in advance.

0 Upvotes
PamCotton
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hello @GitteE ,

 

Thank you for the information, I was able to resent the email to him that was successful delivered to their inbox.

Could you please confirm with the user if they are able to access that email?

 

Thank you,

Pam

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NLive
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Thank you Sharon . 

0 Upvotes
GEngkjær
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi Pam,

 

Yes, thank you. He now has access.

 

/Gitte

SSmith9
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hello! @sharonlicari

What about your colleague's name?

0 Upvotes
MWFEP
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi, 

 

I have a problem with a colleague who wants to connect to our team. 

The account is: 8586962.

 

I emailed the invitation and it went through, signed up and worked. When he exits Hubspot and tries to re-enter he is prompted for the code that arrives via email. But he has already entered it.

 

I apologize for my English, I hope you understand what the problem is.

 

Can you help me? Thanks

0 Upvotes
sharonlicari
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hey @MWFEP 

 

Could you please share your colleague's name?

 

Thanks

Sharon


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0 Upvotes
MWFEP
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi Sharon, Marco Zanoni is the name. 

 

Thanks! 

0 Upvotes
sharonlicari
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @MWFEP 

 

Thank you for the information provided. I can see Marco was able to access the portal 2 days ago. It seems the issue to be related to receiving the Login Code. I can see on the back end the email with the code was sent successfully, however it could be he is receiving the email in the spam folder.

 

Could you please advise Marco to check his spam folder? Could Marco please check if all the emails received from noreply@hubspot.com are going to a specific client folder, where he receives any notifications?


In order to avoid this in the future, I'll recommend reaching out to your IT team in order to add noreply@hubspot.com to your email server allowlist, as explained here.

 

I hope this helps. 
Sharon 


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MWFEP
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Thank you Sharon. 

 

I think he have problems with him browser. He use Internet Explorer e for some reason the cookies are not saved. 

IT team and I are trying to install Google Chrome. I hope after this he can work in hubspot with no problems.

 

Thank you again! 

jenn_pfm1
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi, 

 

I am not receiving the welcome email. I have:

  • had HS support check that my email is being sent ok
  • checked my emails directly on my webserver (emails are being received, but not the HS email)

My email is - x   I want to add it into my HS account 2043737.

 

I get to page 2 of 6.

 

Cheers

 

Jenn

0 Upvotes
sharonlicari
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hey @jenn_pfm1 

 

I was checking in our systems and it seems the email has been bounced for this reason UNKNOWN_USER_BOUNCE. This usually happens when the inbox is not created and the email was sent before. 

 

I've removed this for you, now your Super Admin can send the invite again and you should be all set

 

Thanks

Sharon 


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amberchristian
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hello!  I am trying to send an invitation to jen@wonderlysoftware.com and it is not going through.  We have checked all the spam folders.  I think the problem might be that the invite tried to send before she finished activating the email address.  She has activated the email address now, but still no luck when I try to re-send the invitation.   The account is 8705389.

 

I have also tried to remove and then re-add to no avail.  Would it be possible for you to investigate further?  I am setting her up under Settings->Users and Team. 

0 Upvotes
sharonlicari
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hey @amberchristian 

 

I've checked on our systems and everything seems to be ok from our side. We got the following response from your email provider: 250 2.0.0 OK n24si2664838qkh.17 - gsmtp

 
It seems to be in your email provided security filters. In order to avoid this in the future, I'll recommend reaching out to your IT team in order to add noreply@hubspot.com to your email server allowlist, as explained here.
 
I hope this helps
 
Best
Sharon

 


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BradenGilbert
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

1. Cvargas@micro-bac.com

2. Micro-Bac International 7946840

3. No Invite is being sent out

 

I believe the user was invited to join hubspot prior to their email being officially setup. could it be a hardbounce on Hubspots side?

 

 

I am still having trouble, I have ran through all these steps, all other sales persons received their invite just fine, I have one person who has not and it hasn't come in still.

I go to the "User and Teams" tab and type in his email ( have tried copy-pasting the email and have pulled the email directly from emails sent by this individual). I click create users or Resent notice and nothing happens...

 

The email is not sending, it worked for all other salespersons in the past. Nothing in our process has changed, we are just not receiving the email. 

0 Upvotes
sharonlicari
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hey @BradenGilbert 

 

Apologies for the delayed answer! could you please advise if you still having this issue?

 

Thanks

Sharon


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0 Upvotes
charliecrawley
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi, 

 

Our sales team's email address is not receiving a hubspot invitation. The email address is zerohero@freestar.co and the account is Freestar Drinks. I am the Super Admin (Charlie Crawley). I have allowlisted the IP addresses and resent the invite numerous times but it hasn't worked. 

 

Thanks

 

0 Upvotes
sharonlicari
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hey @charliecrawley 

 

I was checking in our systems and it seems the inbox doesn't exist. Could you please make sure this is created already?

 

Thanks

Sharon 


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