Employee Self Setup / manual setup processes do not send email to user

Hello, susanwarren1. I hope you had a jolly good day. 

You did the right steps for the Self-Service. You're also correct that the lack of HMRC details doesn't stop the emails from sending. We can try a few steps to resolve this.

After opting for the Self-Service option, you'll want to instruct your employees to check their spam or junk folders. You can also do this for the employees you've manually set up. 

You'll also want to ask them to whitelist our email server hostnames and IP addresses. They can reach out to their email providers for instructions on how to do this. 

Server Hostnames:

• mailout11.intuit.com
• mailout12.intuit.com
• mailout13.intuit.com
• mailout14.intuit.com
• mailout21.intuit.com
• mailout22.intuit.com
• mailout23.intuit.com
• mailout24.intuit.com
• o1.sg.n.intuit.com
• o2.sg.n.intuit.com
• o3.sg.n.intuit.com
• o4.sg.n.intuit.com
• o5.sg.n.intuit.com

IP Addresses: 

• 69.169.238.234
• 69.169.238.235
• 168.245.76.26
• 168.245.70.213
• 168.245.123.49
• 168.245.118.60
• 198.37.158.59
• 206.154.105.172
• 206.154.105.173
• 206.154.105.174
• 206.154.105.175
• 206.154.105.176
• 206.154.105.177
• 206.154.105.178
• 206.154.105.179

After whitelisting, resend the login invitation and have them look for an email titled "Login details for QuickBooks UK payroll." Here's how to resend it: 

1. Go to Employees from the left panel. 
2. Select an employee.
3. Scroll down and click on Employee Portal Access. 
4. Click on resent activation email. 

After setting up your employees, you can visit our QuickBooks Online Advanced Payroll hub. It contains a list of helpful guides and information that can help you set up your payroll. 

We're open for other questions or concerns about QuickBooks Online as well! Just leave a reply and we'll be here to help. 

Thanks - however even after adding all the server & IP addresses to our company whitelist the emails are still not coming up. They're not getting stuck in Spam (they weren't before this) - they just do not arrive. Is there anything else that I can test for this?

We won't normally use the Self Setup option, but it's good to have it working - however as all employees will need access to the Portal, we must have the email which gives them their login information.

Hello Susanwarren1

They should receive an email yes. To confirm if you could go to the section in bold below in your QuickBooks, is their email only showing once and they show as access granted?

Payroll Settings>Employee Portal Settings>acess>access granted

Is that employee also in the manage users section with the same email?

Certainly, you want to be able to use this for all employees. If we could ask you to test one yourself by sending yourself an invite on an email you have access to(which has not been already used) do you receive the invite?

Emma

Hi Emma, thanks for the reply.

Under Payroll Settings > Employee Portal Settings > Access > Access Granted, all the users I have set up appear - not the two who I have sent the Self Setup to.

None of the users have had the email come through though. 

Under Manage Users, I have tried setting up a new user today who is first listed here, and then set up manually. They are showing under Employee Portal Settings as above, but still no email has come through.

For the time being it is not urgent, in fact if there was a way to delay the sending of the email (presumably by denying access to Employee Portal when I first set everyone up?), that would be useful. We need everyone set up, and some training delivered, before we grant access. However - I need to know that granting the access will actually send the email!

Adding in another point, I've set up another user with Full Access, and they are not getting the activation email for that either. So at the moment, no-one else has access to log in and test things. As I'm the IT person but not Payroll, I need my Payroll person to be able to access the system and test how to set up users, add timesheets to pay runs etc.

Given that no activation emails are being sent of any kind, is there a company setting I need to change? This is the test system and we only have it for another week, after this we will need to be able to use our live system. We are both set up as users there, already, so I'm assuming the employee activation emails will send from the live system, but I'm not happy to run live without being able to test these first or help my Payroll officer learn how to use the system.

Thanks in advance for any help you can give.

Let me help you with this, @susanwarren1.

QuickBooks has its own sending address depending on the service you're using. These service-related email addresses needs to be set as a "safe sender" or whitelisted on your email account to make sure you receive important communications from these services. Since you're using the QuickBooks Online Payroll, I recommend using this address when sending an email QBOPayrollNoReply@intuit.com.

Validation code emails come from do_not_reply@intuit.com during sign-in and usually take 1 to 2 minutes before you receive it. We can search  for this email address in all of your folders including spam and junk. If you see one of the emails from Intuit, right-click the email, then select This is not spam or Not Junk.

In addition, some email domains may block @intuit.com communications on their servers. You can follow these steps to resolve the issue:

1. Send an email to do_not_reply@intuit.com. This should trigger the email domain to recognise the @intuit domain as a trusted site. Then try your request again.
2. Wait at least 5 minutes after requesting a new verification code to see if the email appears in your inbox.
3. If the email doesn't appear after 10 minutes, contact your email provider to evaluate security settings for your email profile.

Please take note: Add do_not_reply@intuit.com to your contact list or address book before you proceed with the following steps. 

If you're using a Gmail account, simply follow these steps to add the address in your contact list.

1. Select Contacts.
2. Click Add Contact, then enter do_not_reply@intuit.com as the primary email address.
3. Select Save.
4. Once you've added the email address to the safe sender's list, close all browser windows.
5. Open a new browser and attempt the sign-in process again.

If you're using a different email provider, you can follow the steps provided in this article: Receive important email messages from Intuit.

I'm always here to help if you have any other concerns or questions. Just tag my name in the comment section and I'll get back to you as soon as I can.

@ReymondO  Thanks so much for your email.

I've tried on our live system to set up two users - one with my personal email, one with my work email. Both have sent through OK, so I'm not concerned about it working on the live system. However on the test system I'm still not getting any emails through.

I had added the addresses to our whitelist for the company domain, as requested - though the emails I'm now getting from our live system are not from either of those addresses! I've also been testing with my personal Gmail address which doesn't have a whitelist option but has received emails sent via the live system.

Ultimately it looks like the issue lies in the test system, given that the live system does send the emails. This is why I said is there a company setting I need to adjust - is there something in the test system that needs changing? The test employees all have access granted to the Portal but the activation emails do not send.

For my Payroll clerk to be comfortable with the software I'd like the test system to work properly. She needs to be able to see all the test setup, both as a full access user and as a regular user. For that, we need the activation emails to work. I must be missing something in the setup of the test system.

@IntuitLily Thank you - so we can only get activation emails on the live system?

That's fine, as long as we know then I can work around it as regards using the test system. 

Thank you for all your help!