If a new user doesn’t receive a project invitation, their email may be suppressed after a previous bounce. Other possibilities include spam filtering, an incorrect email address, or the user already being in the project.
Follow the steps in this guide to identify and resolve the issue.
Troubleshooting steps
1. Understand email suppression due to previous bounces
Invitation emails are most often missing because the recipient’s address was previously bounced and is now suppressed. Bloomreach blocks future emails to suppressed addresses, including invitations, until the suppression is removed.
The invitation appears to have been sent successfully, but the email never reaches the recipient. Support can verify and remove suppression. If the invitation still doesn't arrive after completing all the troubleshooting steps below, contact Support to verify whether the email address is suppressed.
2. Check the spam and junk folders
Bloomreach invitation emails come from noreply@notifications.bloomreach.com and may be filtered by email or security systems.
Ask the user to check their spam or junk folder. If their organization uses an email security gateway, ask IT to allow emails from the notifications.bloomreach.com domain.
3. Verify the email address
An incorrect email address is a common reason invitation emails go missing. Typos can cause the email to bounce and suppress future messages to that address. Make sure the address on the invitation form exactly matches the user's email address. Check for:
- Misspelled domain names
- Extra spaces
- A personal address instead of a work address
If your organization uses multiple domains, confirm with the user which domain is correct.
4. Check if the user already exists in the project
If you or another admin previously invited the user, their profile may already exist with an Active status. In that case, they should log in directly instead of using the invitation link.
To check whether the user already exists:
- Go to Settings > Project settings > Access management, or go to Administration.
- Open the user management section.
- Search for the user's email address.
If the user exists and has an Active status, ask them to log in via the Bloomreach login page. If they forgot their password, have them reset it. If they don't receive the reset email, refer them to Why am I not receiving my password reset email?.
5. Check invitation restrictions
Your project may restrict certain invitations. Users with SSO Account Admin permissions manage these settings.
To review invitation restrictions:
- Go to Settings > Project settings.
- Select Security > Invitation settings.
Check the following:
- Domain restrictions: Confirm the user’s email domain is on the allowed list.
- Invitation expiration time: Extend the expiration time if the invitation may expire before the user checks their email.
For more information, see Manage project access and invitations.
Contact support
If the invitation email still doesn’t arrive after completing the steps above, contact Support with:
- The invited user’s email address
- The project URL
- The approximate date and time of your last attempt
- Confirmation that the email address is correct and the user has checked their spam folder
Support can check the delivery logs and remove any suppression, allowing you to resend the invitation.