Introduction
If an invited user does not receive their invitation email, their email address may be blocked. This article explains why email addresses get blocked, how to check whether an address is blocked, and how a user with Full Company Access can remove the blocked email.
When do emails get blocked?
If an invited user does not receive the Welcome email to activate their account, the system may be blocking messages to their email address. This commonly happens when an invitation is sent before the email account has been created; for example, when a new employee is invited using a work email address that is not yet active. The invitation bounces because the email account does not exist, which may cause the system to block the address.
To help prevent this issue, use the Add Employee workflow to onboard the employee with their personal email address, then add their work email address in a later step.
Existing users can also have their email addresses blocked and stop receiving notifications. Whenever a message from the platform bounces, the system may automatically block the recipient’s email address.
Viewing and removing blocked emails
To see if an email has been blocked, someone with Full Company Access will want to first navigate to the Administration workspace. Go to General settings > Invalid emails.
Any blocked emails will show with the user's first name, last name, and the date the email was blocked.
To remove a blocked email, click the Delete icon (X).
After the email address is removed from the Invalid emails list, the user should be able to receive messages again. To resend a missed email from an open workflow, return to that workflow and select the Remind button.
Screenshots are for illustrative purposes only.
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