Summary: A new employee says their Speakap invitation never arrived? It's usually a sync delay or an email filter doing its job a little too well. This guide walks Network Administrators through the checks to find and fix the cause.
1. Verify your User Sync (for automated networks)
If your organization uses an automated User Sync linked to an HR system or identity provider:
- Check your internal HR file to make sure the user was added correctly, with the correct email address and/or phone number.
- Verify that their account data is actually included in the data sent to Speakap. If they're missing from the sync file, no invitation is generated.
2. Check the invitation status in Network settings
Log in as an administrator and check whether the invitation was sent:
- You CAN find the invitation in Network settings: the email was successfully sent from our servers. Ask the user to check their spam or junk folder carefully. Speakap sends secure emails, but strict corporate or personal email filters sometimes misclassify them. Tip: have the employee add noreply@mail.speakap.io as a safe sender, then resend the invite as administrator. For the resend steps, see Resending or deleting invitations.
- The invitation is NOT in Network settings: the account hasn't been created yet, or the manual invitation was never completed. See How to invite users.
Still stuck?
If the user is in the sync, the invitation shows as sent, and the email is definitely not in their spam folder, email us at support@speakap.com with:
- The user's full name
- The user's primary email address
- A short note confirming that the sync and the spam folder have already been checked
We'll investigate further and help you out.