Sub users did not receive the invitation email

  • Profile Image
    davidwalloed
    Asked on September 13, 2017 at 07:34 AM

    We have added a number of sub users but they have not received an invite email and therefore cannot start using forms.

     

    Thanks,

     

    David

  • Profile Image
    John_Benson
    Answered on September 13, 2017 at 10:10 AM

    I did a test on my account and I have added a sub-user without any issue. 

    Please provide the email address of the sub-user you're trying to add so we can further check it. You can also check this guide on how to add a sub-user to your account: https://www.jotform.com/help/232-How-to-Share-Forms-with-a-Sub-Account-User

    We'll wait for your reply. Thank you.

  • Profile Image
    davidwalloed
    Answered on September 14, 2017 at 03:54 AM

    John we can add sub users, that's not the issue.

    The issue is that the sub users are not receiving the invitation email. We are trying add a number of sub users who then need to receive the invitation email to access our forms.

    Amongst others we are trying the get the invite to this address Anna.Hilton@nasdubai.ae. I have tested this on other accounts and the invites are not being sent/received so I think this is a jotform issue not a user issue.

     

  • Profile Image
    liyam
    Answered on September 14, 2017 at 05:36 AM

    Hello,

    If the email did not land in the inbox, please ask the user to check in his spam folder. It's possible that the email could have landed there instead.

    In any case, if email address added in as sub-user has an existing account already, it should be in an instant that the user can access your forms. The purpose of the email is for delivery of information that the email address added is already set. But nonetheless, it should be accessible to the account whether the email has been received or not.

    If no account is associated yet with the email address, the user can just create an account here in JotForm using the same email address. 

    Feel free to get back to us if you have additional questions.

  • Profile Image
    davidwalloed
    Answered on September 14, 2017 at 05:43 AM

    Liyam,

    We have advised users to check their spam and it is not there.

    Jotform when it works is a fantastic tool, this is a function that was very useful when dealing with quite alot of people globally. To communicate a new system to them all now would be quite problematic (I'm sure you will tell me its easy and not a problem at all).

    The issue is, a function that previously worked on jotform is not working, I contacted your support team because we would like to fix the problem. Unfortunately I'm receiving the same level of support that receive every time we have an issue which is to tell us that the problem is on our end.

    I would really value some support on this.

  • Profile Image
    liyam
    Answered on September 14, 2017 at 08:03 AM

    My sincere apologies, davidwalloed.

    When I made a test in adding a sub-user in one of my test accounts, I was able to receive an email for the one email address that I added.

    Earlier, before I made a reply from my previous response, I also made a different test which also gave me a similar result:

    Is it possible for you to try to remove the sub-user and add again?

    Thanks. 

  • Profile Image
    davidwalloed
    Answered on September 14, 2017 at 08:13 AM

    We will try now and get back to you.

  • Profile Image
    davidwalloed
    Answered on September 14, 2017 at 08:48 AM

    I have tried this now with Gmail addresses and our Nord Anglia addresses and neither have sent an email prompt.

    I can access by registering and logging in but this will involve me communicating out to a larger number of people. Can you fix the problem with regard to the jotform invitation emails?

  • Profile Image
    John_Benson
    Answered on September 14, 2017 at 10:27 AM

    Yes, we will do our best to fix the issue. We just need to replicate the issue so we can investigate it further and before we send it to our developers if needed. Here's another test on my end:

    Right now, we cannot replicate it. Would you allow us to use your account and try to add a sub-user account using our email address?

    We'll wait for your reply. Thank you.