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
sharonlicari
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @MStrain0 

 

could you please check on your spam folder? Could you please check if all the emails received from noreply@hubspot.com are going to a specific client folder, where you receive any notifications?
 
It could be your email provided has security filters. Could you please make sure your IT team add noreply@hubspot.com to your email server allowlist, as explained here?
 
Thanks
Sharon

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MStrain0
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Any suggestions on what process I now need to take ?

0 Upvotes
sharonlicari
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @MStrain0 

 

Could you please try the process again to receive the confirmation email again?

 

Thanks

Sharon 


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0 Upvotes
MStrain0
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi, have tried another two times today. Hubspot reports invite pending but nothing arrives.

0 Upvotes
PamCotton
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hello @MStrain0, I was able to see the email associated with your Community user had the email delivered and clicked. Do you still need assistance on this matter? If so could you please provide the email address that it's pending?

 

Thank you,

Pam

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MStrain0
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

I recieve emails from 'noreply@hubspot.com' if I send myself a test email campaign but still no notification of default email.

Screen Shot 2021-02-08 at 4.34.27 PM.png

 

 

 

0 Upvotes
PamCotton
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hello @MStrain0 , I was not able to identify this email being associated with this account, could you please add this email as a a user, a check if you receibe our emails ?

 

Thank you,

Pam

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MStrain0
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Unable to add user with that email address

Screenshot 2021-02-09 at 13.45.23.png

0 Upvotes
MStrain0
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi, yes I still need assistance. In settings/security, I am trying to change the default email but the invitations are always pending and never arrive. I have created as an alias the email I am trying to set as default and the notification for this came through to approve. But that is not the point, I want all notifications for tasks/meetings etc to come through to the email address I am trying to set up as the default.I can set myself as a customer and send mailshots to this email address but the notifications to change to default never arrive.

0 Upvotes
LauraCampbell
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

I have sent two new emails. One to x & another to xxx I still have not received anythi

0 Upvotes
PamCotton
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hello @LauraCampbell, thank you for the information,  I am seeing bounces for both emails, could you please ensure to follow the steps on this knowledge base here.

 

If this does not solve, let us know,  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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LauraCampbell
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

@PamCotton I don't understand what you mean by BOUNCE.  When I send emails to Laura@coastalfamilyins.com & Rpenrose@coastalfamilyins.com from GMAIL or my work email address, the emails are received?  I started this whole thread by saying I have followed all of your instructions and still nothing works.  My email provider was given all your instructions... and still no emails are received from Hubspot.

0 Upvotes
PamCotton
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hello @LauraCampbell, soft bounce means the email addresses provided were bounced by the HubSpot system, we tried to reach our email but returned with the following bounce errors: HOST_CIRCUIT_BREAKER_OPEN and CONNECTION_FAILURE.

Our recommendation to follow the knowledge base with your IT team since it can be related if you are using VPN currently, it is not allowing our emails to be delivered.

 

I hope this information helps.

Pam

 

 

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LauraCampbell
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

I don't understands what you mean by bOUNCE. When I send an email to those emailm addresses from my gmail account or my work account, those emails are received.

0 Upvotes
MStrain0
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi, Spam emails checked and I did recieve an email when I created an email alias but I am still unable to change the primary email address as it is still pending confirmation

 

So, in short. I have created an alias to the email address I wish to have as primary and I recieved notification from hubspot for this. But this email never recieves the pending confirmation to be chosen as the primary email.

0 Upvotes
MStrain0
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi, Spam emails checked and I did recieve an email when I created an email alias but I am still unable to change the primary email address as it is still pending confirmation

 

So, in short. I have created an alias to the email address I wish to have as primary and I recieved notification from hubspot for this. But this email never recieves the pending confirmation to be chosen as the primary email.

 

Screenshot 2021-02-01 at 16.16.09.png

0 Upvotes
MarieYoungPEP
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi Jenny 

My user is not receiving his invitation even after following the above steps:

 

1. Email address of the user.  xxx

2. Portal you are trying to add the user to - Pacific Enterprise People

3. Confirm where in the process the user is getting stuck | invitation email not received. Not in junk mail. Hubspot email addresses have been added to allowlist. 

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @MarieYoungPEP 

 

Thank you for reaching out!

 

 

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

Tiphaine


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MStrain0
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Having the same issue when trying to change email address. I recieve a notification at the current address but never at the new address so am unable to change it. I.D. 9233794

0 Upvotes
sharonlicari
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @MStrain0 

 

Welcome to the Community!

 

Could you please share via private message your new email address?

 

Thanks

Sharon


Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !




MStrain0
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @sharonlicari, still unable to resolve my issue. mark.strain@thepartsalliance.com is the email I wish to change to.

0 Upvotes