New User not receiving any emails

[NEgan6]

Hello, 

I have a user who took an extended leave at which point their gmail and hubspot were both deactivated. Once reactivated they could not receieve any emails from hubspot - most importantly the code login that is sent when trying to log in using "classic login" and google. 

We deleted the user inhubspot and created a new one. Now they are send an invite to that same gmail accoutn but never receive it. 

Can someone help with getting this sorted out?

[NEgan6]

Why would there be an "accepted solution" when I clearly stated that solution didn't work?

[NEgan6]

Let me update my post please. I have already walked through all the troubleshooting steps Karsten had link to. 

To clarify - The user does receieve the initial "xyz has invited you to hubspot email". Once they click the link it says you alread haev an account please login. When trying to log in via classic login w/ google it tries to send a code but is never received. 

We cannot login via username and password as we don't know the password. 

When trying to reset the uses password it is greyed out and says in order to reset this user must have logged in once. 

We are stuck 

[STierney]

Hey @NEgan6!

Thanks so much for reaching out to the Community!

As noted in the thread that Karsten linked (see here), we ask for the following information if you're still having issues after following all of the troubleshooting steps provided:

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

It looks like you've already confirmed where the user is getting stuck (i.e. not receiving the code to log in using the username and password steps from the classic log in page), but can you please provide the subsequence information in the thread linked above to streamline where we provide support for these types of issues? The team will be happy to assist you from there!

All of my best,

Shane

[karstenkoehler · Accepted solution]

Hi @NEgan6,

There's a dedicated troubleshooting thread here: https://community.hubspot.com/t5/Account-Settings/New-user-not-receiving-welcome-email-PLEASE-READ-B...

Best regards!