can't add new user - no invite emails sent

Technical Q&A
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Topic summary

A Shopify store owner is unable to send user invite emails—recipients never receive them despite trying multiple email addresses. After 4+ days, Shopify Support has not resolved the issue.

Troubleshooting suggestions provided:

  • Verify email addresses are correctly formatted
  • Check SPF/DKIM email authentication settings
  • Test with different email providers to rule out blocking
  • Confirm notifications are enabled (Settings > Notifications)
  • Review email logs to verify send attempts
  • Consider using Shopify API as alternative invite method
  • Request escalation to senior support specialist

Current status:
The original poster confirmed all settings appear correct but the problem persists. Two additional users have since reported experiencing the same issue, asking if a solution was ever found.

Resolution: Unresolved—the discussion remains open with no confirmed fix.

Summarized with AI on October 29. AI used: claude-sonnet-4-5-20250929.
1

Hi everyone! I’m trying to add new user, but he never receives invite emails. I’ve tried it already with different emails - useless, shopify doesn’t just send these invite emails. Support can’t help for 3 days already…Can anybody help with this please?

1 Like
2

Hi @SerhiiKamenskyi

Not receiving invite emails can be caused by various issues. Let’s troubleshoot together:

Check the obvious:

  1. Email address: Double-check that the email address is correct and properly formatted.

  2. Invite status: Ensure the invite is sent and not stuck in a pending state.

Email delivery issues:

  1. SPF and DKIM: Verify your store’s SPF (Sender Policy Framework) and DKIM (DomainKeys Identified Mail) settings. Misconfigured settings might prevent emails from being delivered.

  2. Email provider: Check if the email provider (e.g. Gmail, Yahoo) is blocking Shopify emails. Try using a different email provider.

Shopify settings:

  1. Store notifications: Ensure notifications are enabled for new user invites. Go to Settings > Notifications.

  2. Invite settings: Check if invite emails are enabled. Go to Settings > Users and permissions > Invite users.

Advanced troubleshooting:

  1. Shopify API: Use Shopify’s API to send an invite. This can help identify if the issue is with the Shopify UI or API.

  2. Email logs: Check Shopify’s email logs to see if the invite email was sent. Go to Settings > Notifications > Email logs.

Support escalation:

Since you’ve already contacted support, ask for an escalation to a senior support specialist or a technical account manager.

If its helpful please Like and Accept as Solution Thanks

3

Hi! Thanks for reply!
Interestingly everything is OK with all the settings. I do hope for Shopify Support - but it’s 4th day when this is not resolved…I wonder how many days are needed to help me get this fixed

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4

Hey were you ever able to fix your problem? I am currently going through that right now.

5

same problem here, was this ever fixed apart form the standard crap answer?

1 Like