If you invited a new user and they haven't received the invitation email, the cause is almost always email deliverability rather than a platform issue. Walk through this checklist before contacting Support.

1. Check spam, junk, and quarantine

Invitation emails sometimes land in spam or are held by corporate email filters. Ask the invited user to:

• Check their Spam and Junk folders
• Check any quarantine holding pen their IT team operates
• Search their full inbox for "Simon" or the sender address

2. Confirm the email address is correct

Open Manage Users and verify the email address on the invited user matches what they actually use. A common failure is inviting an alias or misspelled address.

3. Ask IT to allowlist Simon's sender domain

Corporate mail servers sometimes block unknown senders by default. Ask your IT team to allowlist the sender domain and IP range Simon uses for invitation emails.

4. Resend the invitation

If the first invitation didn't land, resend it from Manage Users. An admin can delete and re-add the user to trigger a fresh invitation email.

5. When to escalate

Contact Simon Support if:

• The invited user has checked spam, quarantine, and their full inbox, and IT has confirmed no block on the Simon sender domain
• The invitation has been resent at least once
• More than 24 hours have passed since the resend

Include the invited user's email address, the time the invitation was sent, and any delivery error information IT can provide.