What's with Evernote support?

[MavSupport 1]

We have an Enterprise account and have been dealing with support issues for years, and yet, it has somehow gotten worse.  We are unable to add a new user to the account at the moment and we have multiple tickets open for over a week now without even an acknowledgement.  We'll be switching platforms as soon as we can but this is just ridiculous.

[PinkElephant 8,279]

Can you explain why you can't add new users at the moment ?

[MavSupport 1]

We try inviting the user but the e-mail never comes.  Never hits our e-mail gateway.  It's only this one user at the moment, we tested other e-mail addresses and those are fine. It's a brand new e-mail address as of a couple of weeks ago.  We tried revoking and re-inviting several times.  We even tried renaming an existing user's e-mail address to the new user's address but it says the address is already in use, which isn't true.  The user does not have an Evernote account with this address, personal or otherwise.

Thanks for any insight.

[PinkElephant 8,279]

Hmmmm - when it says, the user already exists, it sounds to me as if the account has in fact been created.

You say the email never comes. Could it be it is blocked for some reason, for example by a filter on your mail server that should take out Spam ? The rules are sometimes a bit hard to understand (like RegEx-expressions), and if the filter is heuristic, it may have "learned" that this is a "Spam" account. Can you receive other emails coming from evernote.com ?

[MavSupport 1]

Agreed about it sounding like an account already exists which is odd.  The e-mail is never hitting our e-mail gateway, before it could even get classified as SPAM.  It's not getting bounced, rejected, or held.  Other users receive e-mail from Evernote and if we use a different address/alias, the invitation e-mail arrives.  There is something with her e-mail address specifically, but we're at a loss for how an account could exist already when we just created it recently.

Thanks for your input!

[PinkElephant 8,279]

What is the format of the accounts email ? For example 

firstname.lastname@mycompany.com

[MavSupport 1]

That is the exact format.

[PinkElephant 8,279]

Just wild guessing: Somehow, at a day in the past, this account name has already been used. So EN is blocking it.

Maybe it works if you add a middle initial, like

firstname.X.lastname@mycompany.com

or some other modification to the address. I know, it's not what you want, having all at the same neat company address. But it's the only thing that at the moment looks plausible, if all other addresses at your company work.

[MavSupport 1]

We basically just did what you said - we created an Evernote account with an alias for the user and modified our SSO provider to send the alias instead of her e-mail address. This will have to do until support will respond and help us rename it to her correct address.

Thanks for helping talk it out.

[PinkElephant 8,279]

You are welcome - hope you get through with support soon.