Skip to main content

User Onboarding Email Not Received

Alexandr Oliynyk
  • Updated

Overview

You have created a new account but the user didn't receive an email with the link to set up a password.

Solution

Invitation emails not being received by new users is a known issue in FirstRain that is being investigated internally. In the meantime, use the Forgot Password link from the FirstRain login page as described in Logging Into FirstRain for the First Time.

mceclip0.png

<supportagent>

The Reset FirstRain Password for User option is also not working.

You can see the status of the RCA/PCA update on FIRSTRAIN-46493 that it is unresolved. If it is resolved then you can try to send a new password reset email to the user. 

Note: Another reason for this issue previously was that the user didn't enable the Send Invitation option during the account setup.

</supportagent>

If the password change email is also not received: 

  1. You should check with the IT team or email provider if emails from the @firstrain.com domain are being blocked; the domain may need to be whitelisted.
  2. If emails from the FirstRain domain are not being blocked, submit a request to FirstRain support to investigate why the emails are not sent.

<supportagent>

If emails are not delivered, elevate the case to the SaaS team.

Testing

You can test if this issue is fixed by creating a new dummy account under the Trilogy team in FirstRain or resetting the password for your account.

</supportagent>