If you’ve invited a team member to join your organization in Deputy but they can’t find the invitation email, this guide will help you resolve the issue.
 

Before you read

• Target Audience: This article is for users with System Administrator, Advisor, or Location Manager access.
   

This article covers:

• Troubleshooting steps
  1. Confirm the team member’s status in Deputy
  2. Check the email address in the team member’s profile
  3. Ask the team member to check their email
  4. Check if it’s a wider email delivery issue
  5. Consider a shareable invite link as an alternative
• When to contact Deputy Support
   

Troubleshooting steps

Follow the steps below to find out why the invitation email wasn’t received and how to fix it.
 

1. Confirm the team member’s status in Deputy

1. Log into Deputy and go to the People tab.

2. Search for the team member and check the status displayed directly under their name.

   

3. Based on the status you see, follow the Required action in the table below:

Note: You can’t resend an invite once it’s been accepted. In that case, use the password reset options instead. For more details, visit People FAQs and How do I reset the login details and 2FA for my team members?.

2. Check the email address in the team member’s profile

Open the team member’s profile in the People tab, and:

1. Confirm their email address is: 
   • Spelled correctly (no typos, missing characters, or incorrect domain).
   • A valid email they have access to now.
   • Free of leading / trailing spaces.
      
2. If you spot an error and the invite has not yet been accepted: 
   • Click Edit on their profile.
   • Update the email address and Save.
   • A new invitation will be sent to the updated address. For more details, see How do I reset the login details and 2FA for my team members).
      
3. If the invite was already accepted, managers can’t change the email directly for that user due to a business rule. You can find more detail in How to fix "Cannot change contact details to employee who has accepted invitation" error message when updating your team's profile information).

3. Ask the team member to check their email

After you have sent or re-sent the invitation, ask the team member to:

1. Check all relevant folders:
   • Inbox
   • Spam / Junk
   • Promotions / Other (for Gmail and similar)
      
2. Search their email for:
   • Sender addresses used for invitations (for example, emails that mention "[Manager name] has invited you to join [Company name] on Deputy”).
   • Keywords such as “Deputy”, “invited you to join”, or your organization’s name.
      
3. Check for:
   • Any rules / filters that automatically archive, delete or forward emails that might match Deputy invitations.

For more general email notification troubleshooting, team members can also visit How am I notified of updates or messages from Deputy as a team member?.

Note: If the invitation email is found in Spam / Junk, they should mark it as 'Not spam' so future emails from Deputy are more likely to arrive in their inbox.

4. Check if it’s a wider email delivery issue

If the team member still can’t find the invitation email, consider:

• Is it only one person affected, or
• Are multiple team members with the same email domain (for example @yourcompany.com) not receiving invites?

If several people on the same corporate domain are affected, it’s likely the organization’s email system is blocking or filtering Deputy emails.

We recommend sharing the following message with your IT / Email Administrator:

For more information, check out our general guidance around email and notifications in How am I notified of updates or messages from Deputy as a team member?.

5. Consider a shareable invite link as an alternative (where available)

If email continues to be unreliable, you can also try adding your team using a shareable invite link.

With the shareable link option:

• Managers can create an Invite Link from the People → Add People menu.
• The link can be shared via WhatsApp, Messenger, SMS, or other channels.
• Team members follow the link, enter their details, and submit a request to join.
• Managers then approve the requests from the invite link requests section in the People tab.

Note: If you are using Deputy’s Single Sign On (SSO) feature, the invite link feature is not available.

When to contact Deputy Support

After you’ve completed the following steps:

• Confirmed the team member’s status in the People tab,
• Verified their email address and corrected any typos,
• Resent the invitation and had them check Inbox / Spam / Other folders,
• Asked your IT / Email Administrator to check for blocks, bounces, quarantine if using a corporate email domain,

and the invite email still isn’t arriving, please submit a ticket with Deputy Support. 

When submitting a support request, please include:

• Your organization name and Deputy URL (for example, yourbusiness.au.deputy.com).
• The affected team member’s:
  • Full name
  • Email address
  • Status displayed in the People tab (invited / no invitation sent / already accepted).
• The approximate time and date you last clicked Send invite or Resend invitation.
• Whether other team members with the same email domain are receiving invites normally.
• Any findings from your IT / Email Administrator (for example, whether they can see the emails being blocked, bounced, or quarantined).

This information helps our Support Team quickly investigate email deliverability or account-specific issues.