Overview
If you or your team members are not receiving invitation emails from Innform — for example, when you invite new users to your account — this is most commonly caused by email bounces.
When an email bounces (i.e. it cannot be delivered to the recipient's inbox), our system automatically adds that email address to a suppression list to protect email deliverability. Once an address is on the suppression list, Innform will not send any further emails to it until it has been removed.
Why do emails bounce?
Common reasons an email address may bounce include:
The email address was mistyped when the user was added to Innform
The recipient's mailbox is full
The recipient's mail server rejected the email (e.g. due to spam filters or firewall rules)
The email address no longer exists or has been deactivated
Corporate email systems blocking external senders
What to do if invitations are not being received
Please follow these steps:
Check the spam or junk folder — Ask the affected users to check their spam, junk, or quarantine folders first.
Verify the email address — Make sure the email address was entered correctly in Innform with no typos.
Contact our support team — If the above steps don't resolve the issue, reach out to us at hi@innform.io and provide the email addresses that are not receiving invitations. Our team will check whether those addresses are on the suppression list and remove them if needed.
Resend the invitation — Once our team has removed the addresses from the suppression list, you can resend the invitation from your Innform admin area and the email should arrive successfully.
Whitelisting Innform emails
To prevent future delivery issues, we recommend asking your IT team to whitelist emails from innform.io so that Innform emails are never blocked or filtered by your mail server.
Still having issues?
Contact our support team at hi@innform.io with the affected email addresses and we'll investigate and resolve it as quickly as possible.