New user not receiving welcome email: PLEASE READ BEFORE POSTING

jennysowyrda
Community Manager

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

89 Replies 89
PamCotton
Community Manager

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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MStrain0
Participant

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

0 Upvotes
PamCotton
Community Manager

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

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
MStrain0
Participant

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

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

Unable to add user with that email address

Screenshot 2021-02-09 at 13.45.23.png

0 Upvotes
pmitjans
Member

 

 

0 Upvotes
sharonlicari
Community Manager

Hi @pmitjans 

 

I can see you were able to login into your account, could you please advise if you are still having this issue?

 

Thanks

Sharon


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LauraCampbell
Member

I have many clients that I set up with hubspot and I use the same email provider for practically all of them. receiving the invite email has never been an issue until now.  The account that is active has an outlook email and it works fine but I am trying to add our new email addresses and no one is getting the invite.  I have tried all these steps. I have contacted my email provider and sent them your instructions and we are still not getting it.  How can I get in touch with the IT departmenty at Hubspot or get additional help?

PamCotton
Community Manager

Hi @LauraCampbell, at the moment based on your subscription we will need to continue our conversation here or over DM.

Could you please provide us more information if what steps your IT took or where you are getting stuck?

 

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

I'm still seeing soft bounces associated with both emails.

 

Kindly,

Pam

 

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LJones3
Member

 I have the same problem .

0 Upvotes
sharonlicari
Community Manager

Hi @LJones3 

 

Could you please advise which user is having this issue?

 

Thanks

Sharon


¿Sabías que la Comunidad está disponible en Español?
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Haleyhe
Member

Hi,

 

Our sales team's email address is not receiving a hubspot invitation. My account ID is 9145118 and the email addresses I want to add are the following:

 

x

 

Thank you!

0 Upvotes
TiphaineCuisset
Community Manager

Hi @Haleyhe 

 

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
pd1
Participant

Hi Jenny,

 

I'm new to HubSpot and am trying to invite a colleague to join as a user to my organization but his email does not receive the invitation.

 

1. x

2. Isotopes Canada (19654640)

3. Website shows that email was sent, but do not received email in new users inbox.

 

Thanks!

0 Upvotes
TiphaineCuisset
Community Manager

Hi @pd1 

 

Thank you for reaching out. 

 

Looks like the email has been stuck in a security filter by your server, can you follow the steps of this article with your IT? Specifically this section. This could also be the solution. 

 

Thank you

Best

Tiphaine


Saviez vous que la Communauté est disponible en français?
Rejoignez les discussions francophones en changeant votre langue dans les paramètres !

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Join regional conversations by changing your language settings !


pd1
Participant

Hi Tiphaine!

 

Thanks for the information. I was referencing this material when I had tried to resolve the issue through our companies security policies for emails. For whatever reason it seemed to work the next morning, but I am now having trouble adding the remainder of my team. I will try again but I was hoping someone could look into this if possible. Thank you!

 

Best,

Patrick

0 Upvotes
pd1
Participant

Nevermind! I found out that if the user was added before the spam policies were updated that resending the email verification does not work, you need to delete them and re-add them.

 

Thanks for your help and have a great rest of the day!

BlueOceanRealty
Member

The following email id is not receiving the invitation

x@gjrholdings.in

0 Upvotes
sharonlicari
Community Manager

Hi @BlueOceanRealty 

 

Thank you for reaching out! I checked on our back end and it seems the email has been bounced because when you tried to send the invite the first time the inbox didn't exist. I've removed this,  so you should be ok. Could you please resend the invite again?

 

Thanks

Sharon


¿Sabías que la Comunidad está disponible en Español?
¡Participa hoy en conversaciones en el idioma de tu preferencia,cambiando el idioma en tus configuraciones!

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BlueOceanRealty
Member
Thanks...it's resolved now
AOTKoru
Member

Hi HubSpot team, I am having issue inviting new member. The new member xx do not receive my email invite to join HubSpot. I have tried many times and it is still the same. I tried the above methods also and it is still not receiving the invitation email. Can you help to check why the email does not receive the email invite from HubSpot? I checked our Google Email Log and HubSpot email invitation is not even in the log. Can you help please? 

TiphaineCuisset
Community Manager

Hi @AOTKoru 

 

Thank you for reaching out. 

 

It seems like the user was able to log in successfully in the end? Let me know if they're still experiencing issue with this. 

 

Thank you

Have a lovely day

Tiphaine


Saviez vous que la Communauté est disponible en français?
Rejoignez les discussions francophones en changeant votre langue dans les paramètres !

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


AOTKoru
Member

Hi it is okay now. Thank you

RVierling
Member

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

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.


Saviez vous que la Communauté est disponible en français?
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werelouis
Member

I have inboxed you

0 Upvotes
LFox
Member

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

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


Saviez vous que la Communauté est disponible en français?
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0 Upvotes