Welcome Email Troubleshooting

This article will provide a walkthrough on troubleshooting the welcome email not being received.

Verify Email Address 

We recommend verifying that the email address associated with the extensions that should be receiving the welcome email are correct. If there's a mistype, the email address can be corrected by clicking the edit button to the right of the extension. After correcting the email address, be sure to resend the welcome email. 

Check Spam

If the email addresses are correct, have the users check their spam folders. The welcome email will have a title of "Your User Account on your New 3CX System" unless the Email Template has been customized. 

Additionally, we recommend to also have your administrator check the spam filter to see if it was flagged from being delivered.

Not Ready to Issue Welcome Emails?

When creating extension users, it is understandable that welcome emails may not want to be sent right away. If you would like to not have users receive a welcome email automatically, please see our Suppressing Automatic Welcome Emails article. 

Adjust Mail Delivery from Phone System

If the email address is correct for the extension users that should have received the welcome email and the welcome email is not in spam, the final option is to change the mail delivery setting in the phone system. 

For information how to adjust these settings, please see our Adjusting Phone System Mail Delivery Settings article. Once this is done, resend the welcome emails for your users as shown in Sending the Welcome Email article.