If people on your team are not receiving invitations, welcome emails, or signal alerts, the cause is almost always filtering on your side rather than a fault in Salesmotion. This is the single most common blocker during a rollout, and at larger organizations it has delayed go-live by weeks when it was discovered late.
The fix is straightforward once identified. The problem is that it is usually identified after fifty people have been invited and nobody has responded.
Raise this with IT before you invite your team, not after. It is the one onboarding step worth doing out of order.
Quick diagnosis
Work through these in order. The first two take a minute and resolve most cases.
1. Check junk and quarantine folders. Corporate filters frequently route first-time senders to junk without any visible warning. Have the affected person search their junk folder for "Salesmotion" specifically, rather than scrolling it.
2. Check whether it affects one person or everyone. This tells you what kind of problem you have:
| Symptom | Likely cause |
|---|---|
| One person, others fine | Individual junk folder or personal rule |
| Everyone at one domain | Corporate filtering or gateway blocking |
| Everyone, all domains | Contact support, this is on us |
| Invites arrive, alerts do not | Alert configuration rather than delivery |
3. If invites arrive but alerts do not, delivery is working and the issue is elsewhere. Check that alerts are configured and that keywords are matching. See Using search and search alerts and Keyword strategy best practices. Narrow keywords are a far more common cause of quiet alerts than delivery problems.
4. If a whole domain is affected, it is corporate filtering. Send IT the request below.
What to send your IT team
Copy this, fill in the blanks, and send it to whoever manages email security. It is written to answer the questions they will ask, which speeds things up considerably.
Subject: Allowlist request for Salesmotion (vendor email delivery)
We have licensed Salesmotion, a sales intelligence platform, and our team is not receiving its system emails. These are transactional messages, account invitations, password resets, and configured signal alerts, sent to named users who expect them.
Please allowlist the Salesmotion sending domain in our email gateway and any anti-spam or quarantine rules, so these messages reach the inbox rather than junk.
Affected users: [list, or "all users at our domain"] Business impact: users cannot complete account setup or receive alerts they rely on. Timeline: we are onboarding [N] users beginning [date].
Salesmotion support can supply current sending domain and authentication details on request: support@salesmotion.io
If your IT team needs the specific sending domains, SPF and DKIM records, or IP ranges to complete the allowlist, email support@salesmotion.io and we will provide current details. We do not list them here because they change, and a stale allowlist entry is worse than none.
If someone cannot get in at all
When a welcome email cannot be delivered in time and someone needs access immediately, an administrator can set a password directly rather than waiting on the invitation flow. Contact support@salesmotion.io with the user's email address and we can arrange access while the allowlisting is sorted out.
This is a workaround, not a fix. If the domain is filtering our mail, that person will also miss their alerts, so the allowlist still needs doing.
Rolling out to a large team
Two things make a large rollout go smoothly, both learned from rollouts that did not.
Allowlist before inviting. Send the request above and get confirmation it is applied before you invite anyone. Discovering the problem after a bulk invite means chasing dozens of people individually, and the initial impression of the tool is that it did not work.
Test with two or three people first. Invite a small group, confirm they receive both the welcome email and a test alert, then invite everyone else. This catches the problem while it affects three people instead of eighty.
If you are running a proof of concept and do not want test users receiving welcome emails yet, tell us before setup and we can hold the invitations until you are ready.
Frequently asked questions
Emails worked during the trial and stopped after we went live
Check whether the volume changed. Some gateways treat a sudden increase in messages from a sender as suspicious even when earlier messages were delivered. This is exactly what the allowlist prevents.
Alerts arrive for some users but not others
Alerts are per-user and follow each person's configuration. If one person receives them and another does not, compare their alert setups before assuming a delivery problem. See Using search and search alerts.
Can we receive alerts somewhere other than email?
Yes. Signals can reach you through the platform feed, and through CRM integrations that push alerts into Salesforce or HubSpot. If email is difficult in your environment, these are reliable alternatives worth setting up regardless.
We use Microsoft 365 with strict anti-phishing rules
This is a common cause. First-time external senders are often quarantined by policy rather than by spam scoring, which means the message never reaches junk either. Your IT team needs to add an allowlist entry specifically, since users cannot release these themselves under most configurations.