Why haven't users accepted their invitations to the Immerse Platform?

The Immerse Platform sends account activation emails (and other notifications) from no-reply@immerse.io

There are several reasons why invited users may not have activated their account:

⮕ The invitation email was received to the user's inbox, but they didn’t open it because they thought it was suspicious

Corporate security polices often stipulate that employees ignore emails from unknown sources, so this might occur if the recipient is unaware they are going to be invited to the Immerse Platform. In this case, notify the invitee in advance and then resend the invitation.

⮕ The invitation expired

Platform activations last for 48 hours - if the recipient tries to activate their account after this period, they will be unable to do so. In this case, notify the invitee in advance and then resend the invitation.

⮕ Users receive lots of emails and the invitation email got lost in their inbox

Employees typically receive dozens of emails every day and this is not uncommon. Ask the invitee to search for an email titled “Account Creation” from no-reply@immerse.io.

⮕ The user received the invitation email and opened it but put account activation on their ‘to do’ list and subsequently forgot

Activating an Immerse account is simple and just requires creating a secure password. If the invitee doesn't activate within 48 hours it will expire, so notify the invitee in advance and then resend the invitation.

⮕ The invitation email was received to the invitee's inbox, but automatically filtered into the spam / junk folder

Occasionally this happens; ask the invitee to search for an email titled “Account Creation” from no-reply@immerse.io.

⮕ The invitation email was identified as suspicious (on the company's Exchange server) and never distributed to invitee's Outlook client

In this case, contact your IT administrator to add "immerse.io" to the Exchange allowlist

⮕ Your Immerse organisation is not configured to send email notifications

Whilst rare, notification emails are sometimes disabled as an Administrator level, contact support@immerse.io to have your organisation configured changed