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Mohamed35927319fbgf
Participant
May 20, 2025
Answered

New User added - But no welcome email and acess received for new user

  • May 20, 2025
  • 1 reply
  • 347 views

I have recently added a new user and have assigned new license to him. Unfortunately, the user has not received the welocme email with acess details. I raised a complaint through the call centre, to which they send an account verification email with link to the new user. The email link suggested password reset code to the emial which is also not receiving. 

Currently i have paid for the license but cannot be used by the new user

Correct answer Anshul_Nautiyal

Hi 2Mohamed35927319fbgf,

 

Thank you for reaching out. Based on your description, it appears that the welcome email and password reset messages are not being received by the newly added user. Below are some recommended steps to help resolve this issue:

  1. Verify the Email Address
    Ensure that the email address entered for the user in the Admin Console is accurate and free of any typographical errors.

  2. Check Spam or Junk Folders
    Ask the user to review their spam, junk, or quarantine folders, as the emails may have been incorrectly filtered by their email provider or organizational firewall.

  3. Allow Adobe Domains
    Confirm that your organization’s email server and security systems are not blocking messages from Adobe. Please refer to the following list of network endpoints and domains that should be allowlisted:
    Adobe Network Endpoints

  4. Try a Different Network
    Ask the user to connect to an alternative network (e.g., mobile hotspot) to rule out network-level filtering or restrictions and then attempt to trigger the email again.

  5. Remove and Re-add the User
    If the issue persists, try removing the user from the Admin Console, then re-add them and reassign the license. Detailed instructions are available here:
    Manage Users Individually

Please let us know if the issue is resolved after these steps or if further assistance is required.

Regards,
^AN

1 reply

A
Community Manager
Anshul_NautiyalCommunity ManagerCorrect answer
Community Manager
May 20, 2025

Hi 2Mohamed35927319fbgf,

 

Thank you for reaching out. Based on your description, it appears that the welcome email and password reset messages are not being received by the newly added user. Below are some recommended steps to help resolve this issue:

  1. Verify the Email Address
    Ensure that the email address entered for the user in the Admin Console is accurate and free of any typographical errors.

  2. Check Spam or Junk Folders
    Ask the user to review their spam, junk, or quarantine folders, as the emails may have been incorrectly filtered by their email provider or organizational firewall.

  3. Allow Adobe Domains
    Confirm that your organization’s email server and security systems are not blocking messages from Adobe. Please refer to the following list of network endpoints and domains that should be allowlisted:
    Adobe Network Endpoints

  4. Try a Different Network
    Ask the user to connect to an alternative network (e.g., mobile hotspot) to rule out network-level filtering or restrictions and then attempt to trigger the email again.

  5. Remove and Re-add the User
    If the issue persists, try removing the user from the Admin Console, then re-add them and reassign the license. Detailed instructions are available here:
    Manage Users Individually

Please let us know if the issue is resolved after these steps or if further assistance is required.

Regards,
^AN

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