Users not receiving community "send welcome email" when added to a community

I tried what I could do to solve this myself.

I created multiple community users by going into contacts and clicking on manage external users. It tells me that it will send email but they do not receive it.

I tried emails with different domains and I tested with SF Deliver-ability feature and it works there.

I made sure that "Welcome New Member" is clicked in the community admin email section.

Can anyone think of why users are not getting that email?

  • Did you check the community user profile is added n community. May 3, 2018 at 9:10
  • Customer Community User profile is there
    – dummyUser
    May 3, 2018 at 9:15
  • And community is active. If you are in sandbox then also check the system email deliverability May 3, 2018 at 9:16
  • Do you have DKIM or Email relay activated? May 3, 2018 at 10:12
  • How would I know? Where to look?
    – dummyUser
    May 3, 2018 at 10:21

2 Answers 2


I know this is old and might be pretty basic, but if the above steps did not work, check that the profile the user has is associated with the community.

From Setup | Feature Settings | Communities | All communities.

Select Workspaces next to the Community where you want to add the user as a Community Member

Select Administration | Members | Select the user's Profile | Click on Add. Click Save.

Ref: https://help.salesforce.com/articleView?id=000316118&type=1&mode=1. ==> I know it's a reset password help link, but the idea is the same for receiving all emails, the Profile needs to be available in the community or else no emails will be triggered.


There are following checklists:

  1. In community administration --> Email, Checkbox "Send welcome email" must be true. enter image description here

  2. Email deliverability should be turned on to "All Email".

  3. User's email should be correct and valid email address. Usually, User's email is not valid in sandbox after refresh.

  4. Community is activated.

  • Yes, all of these things were done.
    – dummyUser
    May 3, 2018 at 9:27
  • Sounds like there is a setting in your email server that is preventing the mail.You might also try running the "Test Deliverability" check in the Email administration. Maybe your email server will not accept inbound email from the developer org. and ALSO COMMUNITY IS ACTIVATED...
    – Ayub
    May 3, 2018 at 9:47
  • Sorry, I gave the wrong impression, I am doing this in prodcuction
    – dummyUser
    May 3, 2018 at 10:08

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