KaseyaOne: Troubleshoot why a new user is not receiving their welcome email

When a new user is added to KaseyaOne, the system sends a welcome email containing their activation link. If the user does not receive this email, the cause is typically a spam filter, an inactive mailbox, or a bounce or suppression list entry that prevents delivery.

Problem statement

After an administrator adds a new user to KaseyaOne, the user does not receive the welcome email sent from noreply@kaseya.net. The email subject is either Welcome to KaseyaOne or Welcome to Kaseya 365. The issue affects new users at the point of account creation and can occur for several reasons: the email is caught by a spam or junk filter, a mailbox rule moves or discards it, the user's mailbox was not fully active when the invitation was sent and caused the email to bounce, or the user's email address has been added to a suppression or bounce list due to a previous delivery failure. Once an address is on a bounce list, all subsequent delivery attempts also fail until Kaseya Support removes the entry.

Resolution

To resolve this issue, complete the following steps:

  1. Ask the user to check their Spam and Junk folders for an email from noreply@kaseya.net with the subject Welcome to KaseyaOne or Welcome to Kaseya 365.
  2. If the email is in their Spam or Junk folder, allowlist noreply@kaseya.net in the user's email client or organizational mail gateway to ensure future delivery. Then resend the welcome email as described in step 4 below.
  3. If the email address may be on a suppression or bounce list due to previous delivery failures, contact Kaseya Support to check and remove the entry. (Refer to Create a support ticket or Chat with support).
  4. Once any bounce or suppression issue is resolved, resend the welcome email from KaseyaOne:
    1. In KaseyaOne, navigate to Admin Settings > User Management.
    2. In the Invite column of the affected user, click Resend.
  5. If the user still does not receive the email after completing all of the above steps, contact Kaseya Support for assistance. (Refer to Create a support ticket or Chat with support).

The user receives a new welcome email containing a valid activation link and can complete their account setup.

NOTE  Activation links expire after a set period. If the original link has expired, use the Resend option in User Management to generate a new one.

Tips and tricks

To prevent welcome email delivery failures for future users

  • Confirm that each user's mailbox is fully active and send a test email before adding them to KaseyaOne.

  • Ensure that noreply@kaseya.net is on your organization's allowlist at the mail gateway level before sending invitations.