product icon

Why isn't my user receiving a Welcome email?

If you have invited a new user to join your GoTo product account but they have not yet received a Welcome email, there are a few things to check.

  • There can be up to a 10 minute delay after a new user has been invited to the account.
  • Advise your user to check their spam or junk mail filters for the invitation email (sent from If these filters are preventing the email from reaching the user, contact your company's IT admin and request the adjustment, then resend the Welcome email. For more information about allowlisting, please view our Allowlisting and Firewall Configuration information.
  • If your user is still not receiving the welcome email, select Contact Support for help.