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
COwens33
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

I have a user (not a new user) that hasn't logged in for a while and her email account was deactivated. Then, she tried logging in but, since the email account was deactivated, the verification code email bounced. So, once the email account was reactivated, the verification code emails are still not coming through. I have followed these steps and am still having the same issue.

0 Upvotes
JConacher
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi

I'm having issues adding a user, the invite bounced and it appears now to be locked and Im unable to resend the invite. Can you please remove from the email blocked list so that I'm able to re-issue the invite?

 

User - andy@poseidondryice.com

 

Thanks

 

Jim

0 Upvotes
kvlschaefer
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hey @JConacher,

 

If you are still stuck after following those steps, please DM me: 

1. Email address of the user

2. Portal you are trying to add the user to

 

Thank you! - Kristen 


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

New user not receiving welcome email: PLEASE READ BEFORE POSTING

I have a new user that is not receiving the invite email. If I send them the link, the code they are supposed to receive is also not received via email. 

I am attempting to add sales@thespateam.com.

 

Please help. I have allowlisted all the addresses and IPs are suggested to no avail.

0 Upvotes
Jaycee_Lewis
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hey, @DAmbroz 👋

If you are still stuck after following those steps, please DM me: 

1. Email address of the user

2. Portal you are trying to add the user to

 

Thanks! — Jaycee

linkedin

Jaycee Lewis

Developer Community Manager

Community | HubSpot

Njoyantoinette
Participant | Elite Partner
Participant | Elite Partner

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hey, 

I have an issue with one new collegues.

The invitation emails are just not being received...I tried all the steps that you suggested but it just don't work.

Can you help me with this issue?

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @Njoyantoinette 

 

Thank you for reaching out and sorry for the delay here

 

Can you send me via DM the email address as well as the HubID  

 

Thank you!

Best

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 !


mcwhit
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi,

 

I have tried all steps above, no dice. I also sent our new user an email from a connected inbox within Hubspot, and that email *did* get through to them. Just no system emails (neither the user sign-up invitation email nor the activation code email when they try to sign up using direct link). We're on MS 365.

0 Upvotes
PamCotton
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hello @mcwhit , could you please provide us via DM the following details : 

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

 

Thank you

Pam

Você sabia que a Comunidade está disponível em outros idiomas?
Participe de conversas regionais, alterando suas configurações de idioma !


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




MNamane
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi
I am having a similar issue:
My teammate, sent an invite to my email. I received the invite. Then follow the link. Once on the registration page, I choose to continue with email, then it says that it has sent a code to my inbox. The code never arrives. 

I proceeded to create an acocunt using my work email, hoping it may link me to our company profile, to no avail. I have tried everything, and nothing is working. 

 

How do we proceed to make sure I join the team.

 

Regards

0 Upvotes
HWanamaker
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Add as a user

Does not receive invite email.

 

I have received emails from Hubspot and other users have as well.

0 Upvotes
kvlschaefer
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @HWanamaker,

 

Thank you for reaching out.

 

I've removed the emails from your reply for personal data protection. 

Can you confirm you've followed step 3 from the steps listed in the first post here

 

Thank you!

 

Best,

Kristen


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

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @MNamane,

 

Thanks for reaching out!

Can you confirm you've followed step 3 from the steps listed in the first post here? Including allowlisting the listed email addresses? 

 

Thank you!

 

Best,

Kristen


Did you know that the Community is available in other languages?
Join regional conversations by changing your language settings !
SShah16
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

@jennysowyrda

Email invite or even the email confirmation code not getting sent to my colleague's email.

Sales CRM portal

I had created an account via this id.

Please help.

0 Upvotes
kvlschaefer
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @SShah16,

 

Thank you for reaching out.

 

I've removed the emails from your reply for personal data protection. 

Can you confirm you've followed step 3 from the steps listed in the first post here

 

Thank you!

 

Best,

Kristen


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

New user not receiving welcome email: PLEASE READ BEFORE POSTING

My two users are not receiving their invitations even after following the above steps:

1. Email addresses of the users. 
2. Portal I am trying to add the users to - Rokay Properties - 25671291
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 the allowlist.

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @RKanja 

 

Thank you for reaching out

 

I had a look with the team and that I can see there was a hard bounce on the 8th April for the info@ address, and on the 14th of April on the other address. Your server sent back this information: 

550 #5.1.0 Address rejected.

 

It probably happened because your IT team maybe had not confirmed/created the addresses just yet which led to this unknown user bounce.

 

We have gone ahead and unbounced those and you should now be able to send new invite 

 

Thank you

Best

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 !


0 Upvotes
MSandrin
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi Jennysowyrda,

we have the same issue with two new collegues.

The invitation emails are just not being received...I tried all the steps that you suggested but it just don't work.

Can you help me with this issue?

Thank you!

Michela

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @MSandrin 

 

Thank you for reaching out

 

Could you send me the email address that is having an issue by DM?

 

Thank you

Best

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 !


0 Upvotes
mathewziegler
Participant

New user not receiving welcome email: PLEASE READ BEFORE POSTING

@jennysowyrda , I have reviewed all of the necessary troubleshooting steps with my IT admins and I have an email address that is simply not being sent the HubSpot welcome email. Who could grant this issue some attention? Thanks in advance, Mathew

0 Upvotes