Fix email delivery and invitation problems

Fix email delivery and invitation problems

You sent invitations to participants but they say they never received the email, or the invitation link is not working. Here are the most common causes and how to fix them.

Possible causes

1. The email landed in spam or junk

Automated emails from platforms are sometimes caught by spam filters, especially for recipients using corporate email accounts with strict filtering rules.

How to fix it:

  1. Ask the participant to check their Spam, Junk, or Promotions folder.
  2. Have them search their entire mailbox for “upcoach” to catch emails that may have been auto-filtered.
  3. If they find the email in spam, they should mark it as “Not spam” so future emails arrive in their inbox.
  4. For organizations using custom domains, proper DNS configuration (SPF, DKIM) helps with email deliverability. See Set up a custom domain for details.

Invitations expire 30 days after they are sent. If a participant clicks an old invitation link, it will no longer work.

How to fix it:

  1. Open Admin Area > Users and look for the participant.
  2. If their invitation is expired, resend it. You can resend invitations individually or in bulk.
  3. The participant will receive a fresh email with a new link that is valid for another 30 days.

3. The email address was entered incorrectly

A typo in the email address means the invitation goes to the wrong place. upcoach sends invitations to exactly the address you provide.

How to fix it:

  1. Open Admin Area > Users and check the participant’s email address.
  2. If there is a typo, you will need to send a new invitation to the correct address.
  3. When inviting participants, you can invite up to 20 people at a time. Double-check addresses before sending, especially when copying and pasting from a list.

4. The participant already has an account

If someone already has an upcoach account with that email address, the invitation process works differently. They are added directly to your organization and programs. Instead of a “create your account” flow, they receive an email to accept the invitation and join.

How to fix it:

  1. Ask the participant to check for an email about joining your organization (not a “create account” email).
  2. If they already have an account, they can log in at your organization’s URL and should see the programs you assigned them to.
  3. You can verify their status in Admin Area > Users — if they appear in the member list, they have already been added to your organization.

5. Email deliverability with a custom domain

If you use a custom domain for your organization, email deliverability depends on proper DNS setup. Missing or misconfigured SPF, DKIM, or DMARC records can cause emails from your domain to be rejected or filtered by recipient mail servers.

How to fix it:

  1. Check your custom domain configuration in Admin Area > Brand & Settings.
  2. Verify that all required DNS records are in place.
  3. If you recently set up a custom domain, allow 24-48 hours for DNS changes to fully propagate.

See Set up a custom domain for DNS configuration details.

Still not working?

If the participant still has not received their invitation after checking all of the above, contact support with:

  • The participant’s email address
  • When the invitation was sent
  • Whether the issue affects one person or multiple invitees