Troubleshooting: Member Didn’t Receive Their Welcome Email from HubSpot
A member reports that they did not receive the Studio Welcome Email sent from HubSpot after their contract was activated.
Why This Happens (Root Cause)
The Welcome Email is automatically sent from HubSpot when a contract is activated. If it is not received, the most common causes are:
• The contact’s email address in HubSpot is incorrect or outdated.
• The email was filtered into Spam or Junk.
• The member’s IT system or security filter blocked the HubSpot email.
• The email was sent only to the contract signatory, and other team members were not included.
Common Symptoms
• “The new member never got the Welcome Email.”
• “They can’t find any onboarding information.”
• “They’re asking where to find their insurance or employee list form.”
How to Fix It (Action Steps)
Confirm the Email Address
• Check that the contact’s email address in HubSpot is correct.
• If it was entered incorrectly, update it.
Have the Member Check Spam/Junk Folders
• Ask the member to check Spam or Junk for a message from HubSpot.
• If their IT system filters automated emails, have them whitelist HubSpot sender addresses.
If Still Not Received
• Submit an Onboarding and Offboarding ticket with the issue type Resend Studio Member Welcome Packet.
• Include whether to send the Primary (for admins/primary contacts) or Non-Primary (for employees) Welcome Email.
• Include the recipient’s name, email address, and which location they are a member.
Quick Summary
• Root Cause: Incorrect email, filtering, or HubSpot automation misfire.
• Fix: Verify contact email, check Spam, and submit a ticket if needed.
• System Behavior: HubSpot automatically sends the Welcome Email on contract activation.
Tags
HubSpot, Welcome Email, onboarding, member communication, Onboarding and Offboarding, email issue, Studio Support