User Invite Emails Not Being Received

Jeff Reisman · 04/20/23

Hi all -

Does anyone know if there's been a change to the Add User process? At least the last few users I have added manually have not received the invite email that I told them they'd get from Smartsheet.

I'm the System Admin on our Enterprise plan, with User Auto Provisioning enabled for our domain. I've only added a few users manually this way since UAP was enabled last year, so maybe that has something to do with it? There's nothing in the UAP help articles that says this invite will not be sent to manually added users when it is enabled.

Paul Newcome · 04/21/23

I haven't had that issue. Have you had them double check their spam folders? Is it possible it got jammed up on the server because of some security setting?

Jeff Reisman · 04/21/23

https://community.smartsheet.com/discussion/comment/372764#Comment_372764

I just had the latest user search again, but it was not there. We don't even have Spam folders, we have a Proofpoint server that quarantines anything it thinks is spam, and alerts the user so they can release it, allow sender, or block. It never stops anything coming from *Smartsheet.com from going through to users anyhow.

I'll have to test this with a throwaway external account and see if the message gets through to another recipient.

Paul Newcome · 04/21/23

That is odd. I wonder if they had possibly marked SS as a spam sender in the past. Have you reached out to Support yet?

Jeff Reisman · 04/21/23

https://community.smartsheet.com/discussion/comment/372802#Comment_372802

The latest user is a brand new Contractor here in our IT Dept who started this week, so she hasn't even gotten her chair warm, let alone blocked any senders.

I haven't opened a ticket with Support yet. First I need to figure which of my 5 or 6 throwaway email addresses I haven't used in Smartsheet testing yet, so that I can test if external users who wouldn't be auto-provisioned are getting the invite email.

Paul Newcome · 04/21/23

Ah. Ok. Yeah. I haven't run into it before, so hopefully it is just a little something that Support can fix quickly.

User Invite Emails Not Being Received

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