Troubleshooting: Need to Send the Welcome Email to a Different Person
A team member needs the Studio Welcome Email resent to a person other than the original contract signatory.
Why This Happens (Root Cause)
The Welcome Email automatically sends to the contact associated with the HubSpot deal at activation. Occasionally, another team member needs access to that information (e.g., operations lead or office manager).
Common Symptoms
• “The wrong person got the Welcome Email.”
• “I need to send the Welcome Email to someone else at the company.”
• “The admin didn’t receive the onboarding instructions.”
How to Fix It (Action Steps)
Confirm Which Version of the Email Is Needed
• The Primary Welcome Email includes COI, employee list, and onboarding details.
• The Non-Primary version is for general employees.
Submit a Ticket
• Vendor: Onboarding and Offboarding
• Ticket Issue: Resend Studio Member Welcome Packet
• Include:
-
Whether it’s the Primary or Non-Primary email
-
The recipient’s name and email address
- Which location welcome email they need
Quick Summary
• Root Cause: Default HubSpot automation sends the Welcome Email only to the deal’s primary contact.
• Fix: Submit a ticket to resend the appropriate version to the correct person.
• System Behavior: HubSpot sends one Welcome Email per activation event; additional sends require manual support.
Tags
HubSpot, Welcome Email, onboarding, Onboarding and Offboarding, member communication, contract activation, Studio Support