New user not receiving invitation email

Hi there, jpope.

Whitelisting Intuit’s email server hostnames is a good start in isolating this issue since this process helps avoid invitations getting tagged as spam. Though, there are many reasons why your new users didn't receive their invitation. You can check the pointers that I've listed below:

• The company’s email address is incorrectly formatted in Company settings.
• The recipient’s mail servers might be blocking the email.
• The invitation may have already expired. Email invites expire after 30 days from when it was sent.

To further isolate the issue, we can resend the email invitation. Before diving in, please double-check  if your email address is correct. Here's how:

1. Click the Gear icon.
2. Under Your Company, select Account and Settings.
3. Choose Company, and then click the Edit icon in the Contact info section.
4. Even if it's correct, carefully re-enter the company email address. Make sure not to use any extra characters or leave any blank spaces before, within, or after the address.
5. Select Save, then choose Done.

Once done, we can now resend the user invite:
 

1. Click the Gear icon.
2. Select Manage Users.
3. Choose the appropriate user you need to invite again.
4. Select Resend invite from the Action column.

Alternatively, you can send a test invite to your own email address.

I also recommend reading this article to learn more about the different user types/levels of access and number of users you can add in your QuickBooks Online plan.

I'll be right here to keep helping if you have any other concerns or follow-up questions. Stay safe and healthy.

I am having the same problem. I can receive the emails, but my new employee is not receiving them. Gmail accepts them, but I need them to receive on the work email. Please help!

Hi there, @lanceluttrell.

Thanks for joining this conversation. Allow me to chime in and help make sure your employees will receive emails from your QuickBooks Online (QBO).

If you already followed the steps shared by my colleague KlentB above and the issue persists, let's perform some troubleshooting steps to isolate this.

To start, have your employees use a private browser (incognito) and check their email from there. There are times that the browser is already full of frequently accessed page resources (cache and cookies), causing some unusual responses.

Here's how:

• Press Ctrl + Shift + N (Google Chrome).
• Ctrl + Shift + P (Firefox).
• Control + Option + P (Safari).

Once done, resend the email invitation. Refer to this article for further guidance: Add and manage users in QuickBooks Online.

If they receive the email, they can return to their default browser and perform a clear cache to refresh the system. However, if the issue persists, try using other supported browsers.

For more tips and other resources, I recommend visiting our website for future reference: Self-help articles.

Let me know in the comment if you have further questions about this or anything else. I'm always here to help. Stay safe.

A variety of browsers, incognito modes, etc were attempted still with no success. The new user only had her device and company account for 10 days so there shouldn't be hardly any cookies and cache to affect her receiving the onboarding email. Suspecting it was being blocked by MS, we even programmed all the host addresses and generic "@intuit.com" to the safe recipient list in Outlook, but still nothing. Defaulted to using another email ending (non-company related) and immediate success, but not the desired situation.

None of the above was attempted with the phone QBO support during the 2-hour troubleshooting call.

P.s. There also seems to be a new LIMITATION of # of Users with Time Tracking permission only = 50. What is the next option when we will likely need more?!?!?! 

Thanks for sharing the workaround you did to let your company's new user receive their email invite, @Smile74.

I've come to share some insights about usage limits in QuickBooks Online (QBO), so you can manage your account users accordingly.

Usage limit per QBO subscription applies to how many billable users, chart of accounts, classes, locations, and tags you can add to your account. When you reach the limit, you can either upgrade your subscription or reduce your usage. 

However, when it comes to users with time-tracking permission-only access, they don't count toward the user limit, like reports-only users. You can learn more about this by checking out this article: Learn about usage limits in QuickBooks Online.

Also, you may want to check out this article as your reference to learn more about the different options for user roles and access permissions in QBO: User roles and access rights in QuickBooks Online.

If there's anything else you need, or you have other concerns about managing users in QBO, I'm always ready to help. Take care, and I wish you continued success, @Smile74.