New user not receiving welcome email: PLEASE READ BEFORE POSTING

[jennysowyrda]

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: 

• noreply@hubspot.com
• success@hubspot.com
• hubspotreports@hubspot.com 
• notifications@hubspot.com (specifically for lead revisit notifications)
• notifications@email.leadin.com

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

[ZNiazi]

One of our users is not receiving any HubSpot system emails, including password reset, task notifications, and user invites.

Details:

• User email: [leslie.mark@softtechgroup.net]

• Other users on the same Google Workspace domain are receiving emails fine

• Gmail filters, blocked addresses, and spam folder have been checked

• User has never received HubSpot emails for the past 2–3 months

Request:
Can HubSpot staff check email delivery logs and clear any email suppression for this user? We want to restore access without changing contact/task ownership.

[STierney]

Hey @ZNiazi - thanks for posting in the Community!

It appears that this user's email address bounced back on May 6, 2025 because an email was sent to their address prior to the address was in use. I've gone ahead and unbounced the email address, so the user should be set to receive all communications, as expected, moving forward!

Shane, Senior Community Moderator

[ZNiazi]

Thanks. Really appreciate it

[Jaycee_Lewis]

Hey, @CIrwin5 👋 Welcome to our community. I suggest making a new post and including screenshots of your Settings > Users showing how many users are set up and also of the pop-up you are getting. Making a new post ensures your post will get the maximum number of views from our current champions and expert users. — Jaycee

[CIrwin5]

I am also having this issue. I am on the free plan trying this crm out to see if I want to upgrade....I am the only user. I am trying to add my second user, and hubspot tells me I have already reached my max user allowance for a free plan with the one user. However, it shows I only have 1 of 2 users on my free plan, myself being the one user. It is extremely frustrating trying to get the ball rolling with this platform so far. A pop up appears letting me know in order to have a second user I must pay for an extra seat. Can anyone assist? 

[PavelTsandev]

A colleague of mine with email (hiding the email intentionally) doesn't receive the emails with "HubSpot Log In Code". I think it might be that this email is marked as bounced on your end. Can you please check and let us know? BTW we checked his spam folders - nothing. Also we confirmed that there are no blocking rules on his email account.

[Oscar1]

Hi!

I'm having issues adding this user:

1. Email address of the user: hector@baloncestoinusa.com

2. Portal you are trying to add the user to: 3466260

3. Confirm where in the process the user is getting stuck: The invitation status is showing as "invite bounced", although this email address is receiving other emails without any problem.

[Lauchlann]

1.⁠ ⁠miles@westmount.ventures
2.⁠ ⁠⁠Westmount Ventures
3.⁠ ⁠⁠Not receiving a verification code upon signing in via his Google account. He got the message “We ask for a code when you log in from an unrecognized device — regardless of your settings.” Somewhat strange as this is his own laptop and he’s also made sure to “Remember me” on log in.

[NWeber_bln]

1. User email:  marko.schneider@xapling.de

2. Portal: 
xapling

47725741
3. Other users receive the welcome email. However, the email of this user initially was not setup yet, so it bounced the first time I tried to invite him. I have followed the steps, hubspot still marks the invite as "bounced". Please help.

[TomJackson]

So I read in Help that you block an email if the invite is not delivered.  If that's true, you should change that.    Further, your documentation says 'you have to contact support', which I cannot do as I'm on a Free plan.  So here I am....

Anyway, not being able to add him has held up my project by two weeks.  So P-L-E-A-S-E HELP!

User email:  creativeharinder@gmail.com

Portal:  HELISKI LLC       23959038

I copy and paste the invite link, but apparently you have blocked it.   That's where I'm stuck

[MIS121]

Hi,

I have followed these steps and still not receiving the email for the user, all other users are receiving emails so the email address is not blocked on our side.

It is that Hubspot seems to have blocked the email address.

[PaolaOberhauser]

Hello! I have tried the three steps, but what happened was that our business gmail had an issue with the domain, herefore we weren't receiving ANY emails. We have solved that issue but I cant resend an invite. What can i do to activate their accounts?

[COwens33]

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.

[JConacher]

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

[kvlschaefer]

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 

[DAmbroz]

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.

[Jaycee_Lewis]

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

[Njoyantoinette]

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?

[TitiCuisset]

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

[mcwhit]

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.