If your login link, password reset, verification code, invitation or notifications from Worksuite aren't reaching you, work through the checks below in order. Most of the time the email is in another folder or went to a different address. If it isn't, this article explains the other causes and who can fix each one, so you can get back into your account.

TABLE OF CONTENTS

• What you'll see
• Find the email first
• Check which address the email goes to
• You unsubscribed from Worksuite emails
• Emails to your address bounced
• Your email provider blocks Worksuite emails
• Your login link says it expired the first time you click it
• Still stuck?
• Support/Resources

What you'll see

• You request a login link or a password reset, and nothing arrives, not even in Spam.
• You never received the invitation from your client, or the 4-digit verification code.
• Worksuite emails were arriving before, and now they've stopped.

Find the email first

1. Check your Spam or Junk folder. In Gmail, also check Promotions, Updates and All Mail. In Outlook, check the Other tab.
2. Search your mailbox for the sender no-reply@worksuite.com. Some clients send Worksuite emails from their own company address, so also search for your client's name.
3. Search for the subject line of the email you're waiting for:

1. Wait at least 5 minutes before you request another login link. A second request within 5 minutes isn't sent.
2. Open the newest email from Worksuite and use the link or code in it.

Check which address the email goes to

Worksuite only sends emails to the exact address on your account. If you enter a different address on the login page, no email is sent and you won't see an error.

• Try every address you might have used: work and personal, spelling variants, and any address your password manager fills in for you.
• Search all your inboxes for the original invitation from your client. It shows the address you were invited with.
• If you have never logged in, a password reset email isn't sent. Use the link in your invitation email instead, or ask your client to resend the invitation.
• If your client has archived your profile, no login emails are sent. Contact your client.

If you're still not sure which address your account uses, see I Can't Log In: Which Email and Login Page Should I Use?.

You unsubscribed from Worksuite emails

Clicking Unsubscribe in a Worksuite email stops Worksuite emails to that address, usually from every client that uses Worksuite, not only the one that sent it. That includes login links, password resets, verification codes, invitations, payment updates and messages from your client. Some mail apps also unsubscribe you when you use their own unsubscribe button. Emails you missed while unsubscribed aren't sent again.

To start receiving emails again:

1. Search your inbox for an email with the subject Restore your subscription. If you have it, open it and click Restore subscription.
2. If you can't find that email, contact Worksuite Support and ask them to resubscribe your address.
3. Request a new login link, or ask your client to resend your invitation.

Worksuite emails reach that address again, starting with the new login link or invitation.

Emails to your address bounced

If an email to you bounced, Worksuite stops sending to that address. Common reasons are a full mailbox or a problem with your email domain, such as a "550 mailbox unavailable" error. Fixing the mailbox doesn't restart the emails on its own.

1. Fix the cause. Free up space in your mailbox, or ask your IT team to fix the email domain.
2. Contact Worksuite Support and ask them to remove your address from the bounce list.
3. Request a new login link.

Your email provider blocks Worksuite emails

Some company, school and custom-domain email servers block Worksuite emails before they reach you. A few personal providers can do the same. These emails never reach your Spam folder. You may still get replies from Worksuite Support, because Support emails come from a different system.

You have two options:

1. Ask your IT team to allow emails from no-reply@worksuite.com and the worksuite.com domain, plus your client's own sending address if their emails come from it, and to release any Worksuite emails held in quarantine. Then request a new login link.
2. Contact Worksuite Support and ask them to change your login email to an address that receives Worksuite emails, such as a personal address. Support sends a login link to the new address.

If you can log in, you can change your email address yourself. See How to Update Your Profile, Email Address and Password.

Your login link says it expired the first time you click it

In some workspaces, a login link works only once. Some company email security tools open every link in an email to scan it, which can use up the link before you click it.

• Ask your IT team to exclude Worksuite emails from link scanning.
• Set up a password so you don't depend on login links. On your client's login page, click Setup password (or Reset password), enter your email address and follow the link in the email you receive. After that, log in with your email and password.
• If neither works, contact Worksuite Support.

For more on login links, see the guide to login links and how to request a new one.

Still stuck?

Contact Worksuite Support with:

• your full name
• your client's name
• the email address you expect Worksuite emails at, plus any other address you might have used
• which email isn't arriving: login link, password reset, verification code, invitation or notifications

Support can check whether emails to your address were delivered, blocked, bounced or unsubscribed.

Support/Resources

Still have questions about emails from Worksuite? Click Support in the bottom-left corner of Worksuite to contact our Support team, or email support@worksuite.com.

For questions about your work, projects or rates, message your client from Messages in Worksuite.