{"id":4737,"date":"2026-10-07T10:27:22","date_gmt":"2026-10-07T07:27:22","guid":{"rendered":"https:\/\/support.withsecure.com\/?post_type=support_article&#038;p=4737"},"modified":"2026-10-07T10:27:22","modified_gmt":"2026-10-07T07:27:22","slug":"welcome-emails-sent-from-elements-portal-do-not-arrive-to-the-recipient-user","status":"publish","type":"support_article","link":"https:\/\/support.withsecure.com\/fr\/support-articles\/welcome-emails-sent-from-elements-portal-do-not-arrive-to-the-recipient-user\/","title":{"rendered":"Welcome Emails sent from Elements portal do not arrive to the recipient user"},"content":{"rendered":"<h3>Issue:<\/h3>\n<p>Emails sent from Elements Security Center \/ Elements portal from no-reply@withsecure.com or other withsecure.com addresses do not arrive to recipient Microsoft Office 365 users<\/p>\n<p>Example actions where email does not arrive to recipient users and are quarantined:<\/p>\n<ul>\n<li>Password reset email does not arrive\u00a0<\/li>\n<li>When sending the Elements Mobile Protection \/ Elements Endpoint Protection device invitation emails from the Endpoint Protection portal with the\u00a0<strong>Add new device <\/strong>feature, the invitation \/ welcome \/ installation emails\u00a0do not arrive to the recipient user.<\/li>\n<li>Endpoint Protection Automatic AV infection alert emails sent from\u00a0Security Events page do not arrive<\/li>\n<li>Endpoint Protection Monthly \/ Weekly Scheduled reports do not arrive<\/li>\n<li>After using Create new administrator to add user, the user does not receive the welcome email\u00a0<\/li>\n<\/ul>\n<h3>Resolution:<\/h3>\n<p>If user did not receive the welcome email, try the following:<\/p>\n<ul>\n<li>Check the spam folder and if you have any rules to move mail to subfolders in Outlook. If you are using Microsoft Office 365, ask the administrator to check the quarantine.\u00a0<\/li>\n<li>Make that the user has an Elements user account. Another administrator can check if the user&#39;s email address is listed on the Elements portal&#39;s <strong>Management &gt; Organization Settings &gt; Security administrators <\/strong>page. If you have a partner managed subscription, a partner can also check.<\/li>\n<li>If other users are receiving the emails in the same domain but issue affects only one or few users, try to delete the admin user from the Elements portal and then add user again. This can be done from the <strong>Management &gt; Organization Settings &gt; Security Administrators<\/strong> page\u00a0<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Welcome Emails sent from Elements portal do not arrive to the recipient user<\/p>\n","protected":false},"template":"","support_article_product":[99],"class_list":["post-4737","support_article","type-support_article","status-publish","hentry"],"acf":{"source_foreign_id":"000005031","source_version":1,"source_system":"salesforce","source_date_updated":"2026-10-07 07:27:22","import_hash":"7b17311db4c0a8379fce91a44015018d8223e0eb","vanilla_article_id":"","vanilla_url":"","vanilla_kb_id":"","vanilla_category_id":"","machine_translated":false,"reactions_helpful_yes":"","reactions_helpful_no":""},"_links":{"self":[{"href":"https:\/\/support.withsecure.com\/fr\/wp-json\/wp\/v2\/support_article\/4737","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.withsecure.com\/fr\/wp-json\/wp\/v2\/support_article"}],"about":[{"href":"https:\/\/support.withsecure.com\/fr\/wp-json\/wp\/v2\/types\/support_article"}],"wp:attachment":[{"href":"https:\/\/support.withsecure.com\/fr\/wp-json\/wp\/v2\/media?parent=4737"}],"wp:term":[{"taxonomy":"support_article_product","embeddable":true,"href":"https:\/\/support.withsecure.com\/fr\/wp-json\/wp\/v2\/support_article_product?post=4737"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}