If you’ve invited a team member to join your organization but they aren’t receiving the invitation email, there are a few common reasons this may occur. This guide will help you understand what might be happening and what to do next.
If you’re still unable to resolve the issue, please contact Monograph Support for further assistance. Depending on your plan type, you can reach Support through the in-app chat or by emailing [email protected].
Invitation Sent Before Email Was Active
If you send the invitation before a new hire’s email address is fully created or activated, the email will bounce. Once an invite bounces, resending it after the email becomes active may still not reach the team member.
To prevent this for new hires, uncheck Send invite email when adding the team member. After their email address has been fully set up, go to your Team Directory and click Send Invitation under the Onboarding section next to their name.
Email Already Linked to Another Monograph Account
Sometimes the invitation doesn’t arrive because the team member’s email is already tied to a different Monograph account. This is most commonly seen when:
A team member creates a trial account before being invited to the organization
An organization created an initial trial, invited users, and later created a new organization
Team members individually sign up for their own trial accounts instead of being invited to a shared company account
In these cases, Monograph recognizes the email as already active and will not deliver a new invitation. This issue requires technical assistance from our Support Team to resolve.
Invitation Blocked or Sent to Spam
Email providers occasionally route Monograph invitations to Spam or Junk folders, or block them entirely. To resolve this, the team member can:
Check their Spam or Junk folder
Mark messages from Monograph as Not Spam
Remove Monograph from their Blocked Senders list
Add Monograph as a safe sender or to their contacts
These are the most common reasons for a missing invitation. If you have reviewed the direction above and the invite still does not come through, please reach out and we will assist you.