Overview
A welcome email failure occurs when a new user either does not receive their onboarding email or receives an email where the activation link indicates it is no longer valid. This typically prevents the user from completing their initial account setup and accessing the platform.
Common Causes
This issue may occur due to:
- Email delivery delays or spam filtering
- The original welcome link expiring after initial generation
- The user attempting to use an older or previously invalidated link
In most cases, the issue is resolved by generating and sending a new welcome email from the system.
Resolution
Support staff should resend the welcome email directly from the dashboard.
Steps to Resend a Welcome Email
Step 1: Navigate to Users
- Log in to the dashboard
- Go to the Users tab
Step 2: Locate the User
- Use the search bar to find the affected agent
- Click to select the user profile
Step 3: Send Welcome Email
- In the top right action menu, click Send Welcome Email
- Confirm the action if prompted
A new welcome email will be generated and sent immediately to the user’s registered email address.
Additional Notes
- If the user still does not receive the email, ask them to check spam or junk folders
- Confirm the email address on file is correct
- If multiple resend attempts fail, escalate to technical support for email delivery review