If a customer does not receive their invitation email, don't panic! There are several troubleshooting steps you can take to resolve the issue quickly and efficiently.
Common causes and solutions:
1. Verify Invitation Delivery Status
Before anything else, check if the invitation has finished sending:
Check there is no Pending bar in the Members area.
It can take up to 20 minutes for invites to be delivered, so check again after this time.
2. Check Spam/Junk Folders and Safe Sender Lists:
The most common reason for a customer not seeing an invitation email is that it has been filtered into their spam or junk folder.
Ask the customer to check their spam/junk folders.
If they find the email, they should mark the sending address as a "safe sender" or add it to their address book to prevent future filtering.
3. Double-Check the Email Address
Carefully verify the customer's email address for any errors or typos. If you find a mistake:
Correct it and resend the invitation.
If the email address is correct yet still not received, try resending the invitation.
Alternatively, you could manually create them as a customer from your Merchant Console.
4. Email domain blockage
Sometimes, emails aren’t delivered because the recipient’s mailbox is full or their email provider has rejected the message due to system filters.
Whilst this is out of our control, we recommend you:
Try an alternative email address.