Elements Agent installation link emails do not arrive to a user

Issue:

After sending an Elements Agent installation link email to a user from the Elements Security Center portal's Environment > Devices page, the user never receives the email. Email does not arrive to the recipient. 

Resolution:

Device invitation emails from the Elements Security Center are sent from no-reply@withsecure.com, and if only some users but not all do not receive the email, then the most common reason they do not arrive is that the recipient's mail system filters or quarantines them.

Please check the following: 

1. Check the spam/junk folder and any Outlook rules that may move messages into subfolders. 
2. If you use Microsoft 365, ask the mail administrator to check the quarantine for messages from withsecure.com and to allow that sender domain. 
3. In the Elements Security Center, go to Environment > Devices, click the three-dot menu and open Manage device invitations to confirm the invitations were sent to the correct address, then send a new one via "Add new device" if needed.

An Elements Agent installer can also be downloaded from the WithSecure Download Center and then during installation you can enter the subscription key: Download – WithSecure™ 

If the user shouldn't have the subscription key, as a workaround, you can send an invitation to yourself and download the exe installer. Then you can attach that exe installer in an email to the user.