Welcome emails aren't being sent to new customers

Alex Collings

I've added a number of new customers to our project, but nly 1 of 5 people was sent a welcome email - I've checked our mail filter (mimecast) and we only received one of the emails - the other 4 simply were not sent to us

Having the same issue when we raise tickets in the portal, only some get sent an acknowledgement, others dont.

 

Any ideas? This is urgent - thanks!

Jack Brickey

Hi Alex, welcome to the community.

So the first thing I would do is check under admin – user management – users. Search for those users that did not receive an email and just verify that they're there. And check to see if the status is something like resend invite. Then it would be interesting to see if you give the user the URL to your instance are they able to complete their sign-up. Also see if you can create a Gmail account as a test account or use your personal Gmail account if you have one and see if you can add that as a customer and if the invite is actually sent and received.