This article explains how to resolve problems when employees don't receive invitation emails from Personio. When invitation emails fail to deliver, employees cannot access their accounts. This can delay onboarding and prevent them from completing necessary tasks. The issue can happen because of email filtering, incorrect email addresses, or email delivery blocks. 

Before you start

• Personio sends system-generated emails from info@m.personio.com to the email address listed in the employee's public profile.
• Inviting email addresses that don't exist or aren't active causes blocking. Before you send invitations, make sure that you create employee email addresses and that they're active.

Check the spam folder

Email providers sometimes block Personio's sender address, which causes invitation emails to go to spam folders instead of the inbox. Follow these steps to locate the email and prevent future delivery issues:

1. Check if the invitation email went to the employee's spam folder. Personio sends system-generated emails from info@m.personio.com.
2. If your email provider blocks info@m.personio.com, add it as a safe sender. This makes sure future Personio emails reach the inbox. 

Verify the email address

Personio sends invitation emails to the address listed in the employee's public profile. Follow these steps to check and correct the email address:

1. Go to the employee's public profile.
2. Check that the email address is correct and active.
3. If the address is incorrect or inactive, update it with the correct email address.

Resend the invitation email

After verifying the email address, resend the invitation email to the employee. To resend an invitation email:

1. Go to the employee profile.
2. In the top-right, click the three-dots icon.
3. Click Manage account.
4. Click Resend invitation email. If this is the first invitation, the button displays Create login and send invitation email.

If the employee still doesn't receive the email after resending, the employee's email address might be blocked.

Get help with blocked email addresses

When the first email to an address fails, Personio blocks future attempts to that address. This is different from the employee's email provider blocking Personio's sender. If resending the invitation doesn't work, the employee's email address might be blocked. Account Owners can contact Support to unblock the address.

The Account Owner can provide Support with:

• The blocked email address.
• The employee profile URL.