We are adding new users to our account via the Users page but new users are not receiving a Welcome email from Sumo Logic.
A user may not receive a welcome email on the creation of a new user account if:
- The email address supplied within the user configuration is incorrect.
- The email address supplied within the user configuration is not allowed to receive emails from senders located outside of your corporate domain. This occurs most often when a group email alias is used as the email address.
- Your email servers are blocking these emails and/or may be placing them within your spam or junk box.
- SAML is enabled within your account and your administrators have configured your account to require login via SAML authentication. When users are required to login via SAML any new users that have been provisioned via the Users page would need to be manually notified that their account has been created and they would need to login to Sumo Logic via your configured IdP. Requests for a new Sumo Logic password will result in no action being taken and users will not receive a password reset email.
After confirming none of the above may be the source of your issue you may submit a support request to Sumo Logic, which includes the email address of the new user and the time the user account was created, and Sumo Logic support can check the sending email logs for any bounce responses and/or verify the email address provided has not been found on any email suppression lists, which may be preventing the sending or delivery of these emails.