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hi, i'm trying to invite 2 new members to my org. ...
# infisical-help
k
hi, i'm trying to invite 2 new members to my org. they never receive the email. never had an issue before, it's only with these two
✅ 1
they've checked their spam, i've tried the resend button or removing and recreating the inviation entirely, over and over
useless screenshot
oh we think we're onto something: when trying with a 
<mailto:foo.bar+1@example.org|foo.bar+1@example.org>
(adding the +1) it does work
i first sent the invitation before their mailbox actually existed (jumping the gun on onboarding new team members)
so our theory is that the infisical backend somehow cached that bounced email error and is now refusing to retry
j
Hey @Kenny Rasschaert! I looked into this and I'm pretty sure the issue is on the email provider side, not Infisical itself. Infisical doesn't cache or suppress emails. What likely happened is that when the first invite was sent before the mailbox existed, it hard-bounced and your email provider (SendGrid, SES, Mailgun, etc.) added the address to its bounce suppression list. This would explain why resending doesn't work but the +1 variant does. (new address that's not on the list) Could you check your email provider's dashboard for a bounce or suppression list and remove those two addresses? After that, resending the invites should work. Let us know if that doesn't sort it out! Thanks
k
Thanks Jake. I had our IT department look into it. We hit resend today and they saw nothing related appear in their logs. Ou mail provider is Microsoft 365.
any chance you could have another look at your logs? i can provide timestamps and customer ids and email addresses if needed
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m
I had the same issue. I'm not self-hosted though I though. Maybe this page needs to clue us into that possibility? Never got the emails no matter what.
Except my issue is I can't login to the CLI or my Infisical.com account and I just checked SendGrid + Twilio Console and didn't see any issues.
Are you guys supposed to be able to send me this email address at least? This isn't being sent either: https://app.infisical.com/account-recovery
@Jake (Infisical) we're dead in the water waiting for life support 🛟 , any help would be greatly appreciated.
Sent an email to the team@infisical.com email as well. 🆘🙏😅
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❤️ 1
j
Taking a look into this gentlemen! @Kenny Rasschaert do you mind sending me the email you're using in a dm please?
@Michael Mooring I dm'ed you as well!
m
Thank you. I emailed support@infisical.com and they're looking into it as well. 🙇 💕
👍 2
Maybe offering some sort of escape hatch on this page so we have options outside of just email verification? 💡
k
i'm still unable to invite these two users to my org, which is becoming really problematic.
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