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

119 Replies 119
MWFEP
Participant

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

Hey @MWFEP 

 

Could you please share your colleague's name?

 

Thanks

Sharon


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0 Upvotes
MWFEP
Participant

Hi Sharon, Marco Zanoni is the name. 

 

Thanks! 

0 Upvotes
sharonlicari
Community Manager

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

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! 

SSmith9
Member

Hello! @sharonlicari

What about your colleague's name?

0 Upvotes
GitteE
Member

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

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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GEngkjær
Member

Hi Pam,

 

Yes, thank you. He now has access.

 

/Gitte

NLive
Member

Thank you Sharon . 

0 Upvotes
VOhHappy
Member

Resolved; thanks!

AStoj
Member

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

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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MStrain0
Participant

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

Hi @MStrain0 

 

Welcome to the Community!

 

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

 

Thanks

Sharon


¿Sabías que la Comunidad está disponible en Español?
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MStrain0
Participant

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

0 Upvotes
MarieYoungPEP
Member

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

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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leeknowles1
Member

Hi I am also receiving this same issue , how do I share the information requested in the last steps?

0 Upvotes
TiphaineCuisset
Community Manager

Hi @leeknowles1 

 

Thank you for reaching out

Can you confirm you have followed the steps described above in the first post of the thread? 

 

If yes and this is still happening, can you reply to me with the following:

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

 

Thank you!

Best

Tiphaine


Saviez vous que la Communauté est disponible en français?
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MStrain0
Participant

Hi

Yes I have followed all previous steps but the email address I wish to change to never receives the request.

I. D. The Parts Alliance, 9233794

Email trying to switch to is x

Current email address is x

0 Upvotes
sharonlicari
Community Manager

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

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
MStrain0
Participant

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

Any suggestions on what process I now need to take ?

0 Upvotes
sharonlicari
Community Manager

Hi @MStrain0 

 

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

 

Thanks

Sharon 


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0 Upvotes
LauraCampbell
Member

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

0 Upvotes
PamCotton
Community Manager

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

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
LauraCampbell
Member

@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