MavSupport 1 Posted November 6, 2023 Share Posted November 6, 2023 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. Link to comment
Level 5 PinkElephant 8,279 Posted November 6, 2023 Level 5 Share Posted November 6, 2023 Can you explain why you can't add new users at the moment ? Link to comment
MavSupport 1 Posted November 6, 2023 Author Share Posted November 6, 2023 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. Link to comment
Level 5 PinkElephant 8,279 Posted November 6, 2023 Level 5 Share Posted November 6, 2023 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 ? Link to comment
MavSupport 1 Posted November 6, 2023 Author Share Posted November 6, 2023 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! Link to comment
Level 5 PinkElephant 8,279 Posted November 6, 2023 Level 5 Share Posted November 6, 2023 What is the format of the accounts email ? For example firstname.lastname@mycompany.com Link to comment
MavSupport 1 Posted November 6, 2023 Author Share Posted November 6, 2023 That is the exact format. Link to comment
Level 5 PinkElephant 8,279 Posted November 6, 2023 Level 5 Share Posted November 6, 2023 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. Link to comment
MavSupport 1 Posted November 6, 2023 Author Share Posted November 6, 2023 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. 1 Link to comment
Level 5 PinkElephant 8,279 Posted November 6, 2023 Level 5 Share Posted November 6, 2023 You are welcome - hope you get through with support soon. Link to comment
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