Sub-user account invitation: Why aren't my invited users receiving emails?

  • Profile Image
    royalacademy
    Asked on September 27, 2017 at 07:14 AM

    I'm trying to add a user to our Jotform licence, but she hasn't received an email. It isn't in her spam folder and her email address is definitely correct. Is there a login link I can send her instead? 

  • Profile Image
    John_Benson
    Answered on September 27, 2017 at 10:26 AM

    Are you referring to the sub-user account invitation? If yes, please try removing it again and re-invite the user.

    If the issue persists, please provide the email address you're adding so we can check it further. Thank you.

  • Profile Image
    royalacademy
    Answered on October 03, 2017 at 11:22 AM

    Yes, a sub-user. The email is eugenia.ellanskaya@royalacademy.org.uk. I have tried deleting and re-adding but it didn't send an invitation. 


  • Profile Image
    royalacademy
    Answered on October 04, 2017 at 04:57 AM

    Yes, could you please test again? It's also happening with marystuart.baker@raamerica.org. Both show up on our list of users but never received email invites.

    Thanks, 

    Sandra

  • Profile Image
    candy
    Answered on October 04, 2017 at 07:02 AM

    Dear Sandra,

    We are sorry for the inconvenience you have. I have seen that eugenia.ellanskaya@royalacademy.org.uk email address didn't receive the invitation email. As my colleague has described the scenario, I have added eugenia.ellanskaya@royalacademy.org.uk email address as my sub-user in my test account in order to check if it receives my invitation. I have seen that the email address eugenia.ellanskaya@royalacademy.org.uk should be received my invitation email as seen below:

    Besides, I have checked the email address marystuart.baker@raamerica.org and it is not on the bounce list currently. You can also check if any email is on our bounce list or not and if the email address is in our bounce list, you can remove it as you can see at the following document link: https://www.jotform.com/help/262-How-to-Remove-Your-Email-Address-from-Bounce-List

    In the normal case, the email addresses have to receive the sub-user invitation email. I have tested this case in my accounts and I was able to receive emails.

    The First Scenario: Assume that I do not have any JotForm account but a JotForm account has added me as his sub-user via my email address. I have received an invitation email as seen below:

    The Second Scenario: Assume that I have an account and another account has added me as his/her sub-user. I have received the invitation email as seen below:

    I have seen that there is not any issue or obstacle sending emails from our side.

    Moreover, I have checked email logs in our admin panel, I have seen that marystuart.baker@raamerica.org has already received an invitation email as you can see the screenshot below:

    Please tell your sub-users to check their junk/spam/bulk email folders again. Could you please remove and re-add eugenia.ellanskaya@royalacademy.org.uk email address as your sub-user?

    Please tell us if the issue still persists. 

    I hope this helps.