HyoNovaDocumentation

Email delivery problems

Why an invitation email may not arrive, what each delivery state in Pending invitations means, and how to share the invitation link directly.

BetaWorks today in early-access workspaces. Behaviour and limits may still change.TroubleshootingFor: Owners, Admins, ManagersLast updated: Introduced:
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If an invitation email does not arrive, use “Copy invitation link” and share the link yourself.

When an owner or admin invites someone, HyoNova creates an invitation link and, when email sending is on, sends it by email. The invitation does not depend on the email: the link works until it expires or is revoked, even if the email never arrives. This page helps when the email does not reach the person.

Check the delivery state#

Open People in the company workspace, or the People sheet in the office. Each pending invitation shows the invitation status and the email status, with the reason when an email was not delivered.

Email statusWhat it meansWhat to do
QueuedThe email is waiting to be sent.Wait a moment. The status updates on its own.
SendingThe email is being sent now.Wait a moment.
SentThe email service accepted the email.Ask the person to check their inbox and spam folder.
DeliveredThe email reached the recipient's mail server.Ask the person to check their spam or junk folder and any filtering rules.
FailedThe email could not be sent. The reason is shown below.Read the reason, then use Copy invitation link.
BouncedThe recipient's mail server rejected the address.Check the address for typos. If it is wrong, revoke the invitation and invite the correct address.
Reported as spamThe recipient marked the email as spam.Contact the person another way and share the link directly.
Address blockedThe address bounced or complained before, so HyoNova does not send to it.Share the link directly.
Manual linkNo email was sent, because email sending is off.Share the link directly.

Reasons you may see#

  • Not sent: email sending is off. Email sending is not turned on for your workspace. Share the link yourself.
  • Not sent: the email service is in test mode … Use "Copy invitation link". HyoNova's email service was limited when this invitation was sent. Try Resend email, or share the link yourself.
  • Not sent: this address bounced or complained before. HyoNova protects the address from repeated sends.
  • The address bounced. / Rejected by the email service. / Not sent: the email service returned an error. The email could not be delivered. Check the address, then try Resend email or share the link.
  1. Find the invitation. Open People and find the person under Pending invitations.
  2. Copy the link. Select Copy invitation link. HyoNova copies the link and confirms it.
  3. Send it safely. Send the link to the person through a channel you trust, such as a direct message. Do not post it publicly: anyone with the link can open the invitation page.
  4. The person accepts. They open the link, use the email address the invitation was sent to, choose their password and select Accept and continue.

Try the email again#

  • Resend email sends the same invitation again. HyoNova confirms with The invitation email was queued again. This helps after a temporary problem.
  • New link replaces the invitation with a new link that is valid for another 7 days and sends a new email. The previous link stops working.
  • Revoke withdraws the invitation and frees its seat.

These actions are available only while the invitation is pending. See Known issues for expired invitations.

Ask the recipient to check#

  • Look in the spam, junk and promotions folders.
  • Check that company mail filters or a security gateway did not hold the message. Some organizations quarantine messages from new senders.

When you create a guest link with a guest email and email sending is on, HyoNova also emails the link. Otherwise, copy the link when it is created — it is shown only once. See Guest links.

Custom sending domains#

Invitation emails are sent by HyoNova. Sending from your own domain and domain verification are not available for invitation emails.

For your company's own marketing and transactional email, Hyo Mail sends from your own verified domain and senders, with domain authentication and deliverability reports. See Senders, domains and settings.

Invitations

Invite employees with a role, copy and share the invitation link, follow email delivery, resend, renew or revoke, and see what the invitee sees.

Sign-in and invitation problems

What to do when you cannot sign in, forgot your password, are signed in with the wrong account, or an invitation link says it expired, was withdrawn or was accepted.

Hyo Mail

Hyo Mail is the email product included in every HyoNova plan — contacts, an email builder, campaigns, automations, sign-up forms, store connections and a transactional email API.

Guest links

Create a guest link with a preset or advanced options, approve visitors, follow guest visits, end a visit, revoke a link and promote a guest to employee.

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