Step by step: Troubleshooting and actions
Wait for a few minutes. It sometimes takes some time (up to 5 min) before the email is delivered
Ask the user to make sure that the email hasn't accidentally ended up in the junk folder.
Check that the email address is spelled correctly.
Resend the invitation via the web portal.
Go to Users and find the user.
Press the user and then press Resend invitation.
❗️The option Resend invitation only appears if the user has not signed into the Parakey app before.
💡If the user has signed in before: Ask the user to download the app and press Need help to sign in? to get started.
Do the above actions not help?
Ask the user to follow the instructions under the heading If you still can't find your invitation in the article I have not received the invitation email (Link).
Error messages and actions
If an invitation couldn't be delivered, one of the error messages below is displayed next to the user in the user list. The error message comes from the user's email provider/service and therefore it may take a few minutes before it appears.
If the invitation email can't be delivered to a company address, we recommend that you contact the company's IT department to investigate the error message further.
Error | Cause | Action |
No MX for... | The specified domain does not exist, is misspelled, or is not set up to accept email. | Verify that the domain is spelled correctly. Remove the user and invite them again with the correct email address. |
The email account that you tried to reach does not exist. | The email address is missing on the recipient's email server. | Verify that the email address is spelled correctly. Remove the user and invite them again with the correct email address. |
Not delivering to previously bounced address | The delivery failed at a previous occasion so we will not try again. | Use Resend invitation (see above) in the web portal to force a new delivery. |