Blocked or Invalid Emails

Introduction

After inviting users to your account, you may find that the invitation emails are not received because the user's email address is blocked. This article will explain how you can see when emails are blocked, describe how emails get blocked in the first place, and then detail a few quick steps that a Full Company Access user can take to remedy this issue.

When do emails get blocked?

If you have invited a user to activate their account, but they are not receiving the Welcome email, it could be an indication that the system is blocking the email from being released. Usually, a blocked email occurs when the company that originally invited the user sends an email to the user's email address before it was setup as an email.  One example of this is when onboarding a new employee under their work email address, before this address has been created.  Since the email did not exist when the invitation was sent, the message bounced. To avoid work emails from being blocked, the Add Employee workflow allows for people to be hired through a personal email address and then add their work email in a later step. 

Blocked emails are not exclusive to new users, however; an email for a user who has already been set up can also experience trouble receiving notifications.  Any time a message from the platform bounces back, the system may automatically block that email address.  

How to check if an email is blocked?

To see if an email has been blocked, someone with Full Company Access will want to first navigate to the Administration workspace. Click on Invalid Emails in the General Settings box.

This will allow you to view all of the emails that have been blocked. As mentioned above, an email is usually blocked when a work email gets added to the Invite New User workflow before the email address has been created.

What to do if an email is blocked?

Any user with Full Company Access can get an email off of the blocked list by taking the same steps outlined above.  Once in the Administration workspace and viewing the emails that have been listed as blocked, click the X button next to the email address. 

Once removed from the block list, the user should be able to receive messages again. If there are missed email messages from open workflows that you would like to resend, navigate back to the open workflow and select the Remind button as needed to re-send the email to the previously blocked account.

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Screenshots are for illustrative purposes only.

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