Article summary: If a new employee hasn't received their Speakap invitation, it is usually due to a synchronization delay or an email filtering issue. This guide outlines the steps an administrator can take to verify and resolve the issue.
1. Verify your User Sync (For automated networks)
If your organization utilizes an automated User Sync linked to an HR system or identity provider:
- Check your internal HR file to ensure the user has been added correctly with the correct email address and/or phone number.
- Verify that their account data is actively being included in the payload sent over to Speakap. If they are missing from the sync file, the platform will not generate an invitation.
2. Check Network Settings and Invitation Status
Log into your administrative panel to confirm whether the system has processed and sent the invitation:
- If you CAN find the invitation in Network Settings: The email has been successfully sent from our servers. Please ask the user to thoroughly check their Spam or Junk folder. Speakap sends secure emails to users, but strict corporate or personal email filters can sometimes misclassify them. Note: have the employee add noreply@mail.speakap.io as a safe sender and try resending the invite as administrator to the employee.
- If the invitation is NOT in Network Settings: The account has not yet been provisioned or the manual invitation was not completed.
3. Escalating to Support
If you have verified the user is in the sync, the invitation shows as sent in your settings, and the email is definitely not in their spam folder, our Support Team can investigate further.
Please get in touch with Speakap Support at support@speakap.nl and include the following details:
- The user's full name
- The user's primary email address
- A brief note confirming that automated syncs and spam folders have already been checked