Troubleshooting missing emails from CircleCI

Problem

Sometimes when users are signing up, or being invited to an organization, emails can fail to be delivered to their inbox.

This article will cover some common causes and troubleshooting steps.

Common troubleshooting steps

1. Ensure that the email address is correctly entered when sending the invite.
2. Check your spam or junk email folder. Sometimes, emails might be directed there.
3. Make sure that your email is verified on the VCS (GitHub & Bitbucket). Once the email is verified, refresh your permissions from the user settings.
4. Resend the invite.
5. Check any company email filters to ensure the email is not being filtered out.

Invite emails blocked by corporate IT / firewall

If a user has not received a team invite email and the above steps have been verified, the email may be blocked at the recipient's organization level rather than by CircleCI or their personal spam filter.

Resolution: Ask the affected user to check with their IT team to ensure the following are allowlisted in their email gateway or firewall:

• Sending domain: circleci.com
• Email service domain: email.circleci.com
• Sending infrastructure: Mailgun (mailgun.org)

IT teams managing email filtering via an allowlist (e.g. Mimecast, Proofpoint, Barracuda) will need to add these domains or the associated sending IPs to their permitted senders list.

If these steps do not resolve this, please contact support with details of your account and any relevant orgs or VCS connections.