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

140 Replies 140
Njoyantoinette
Participant

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


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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

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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
kvonloesecke
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


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kvonloesecke
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


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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
kvonloesecke
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


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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


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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


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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
EagleClub
Member

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @jennysowyrda 

 

I have a user who will not receive the email incite no matter what we do. We have taken all the necessary steps to make sure this does not happen and it keeps occuring. Wondering if we can get some assitance here with this as this employee needs to be onboarded ASAP. 

 

Thank you!

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @EagleClub 

 

Thank you for reaching out

 

Could you send me via DM the email address in question? 

 

Thank you!

Best

Tiphaine


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TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @mathewziegler 

 

Thank you for reaching out. 

 

I would recommend connecting with HubSpot Technical Support, as I see you have Support included in your subscription and they will be able to provide real-time assistance for this matter, where you are able to share the email address with them for further troubleshooting.

 

Thank you!

Best

Tiphaine


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

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi Jenny,

don't know if this thread is still alive, but I have a user that was send an invitation before the mailbox was active, and now cannot receive anymore invitation resends, they are just not arriving at our end (looking at message trace in Exchange). I'd rather not share the emailaddress on a public forum, can you unbounce the user for me or where can I go? 

Thanks!

0 Upvotes
TiphaineCuisset
Community Manager
Community Manager

New user not receiving welcome email: PLEASE READ BEFORE POSTING

Hi @CRan 

 

Thank you for reaching out!

 

I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, where you are able to share the e-mail address easily there!

 

Please let us know if you're having trouble reaching out to technical support. 

 

Best,

Tiphaine


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0 Upvotes