TROUBLESHOOTING

New Organizer Not Receiving Welcome Email

Issue

A new User is not receiving the Welcome email when added by the account Administrator.

Objective

Environment

  • GoToMeeting
  • GoToWebinar
  • GoToTraining
  • OpenVoice

Procedure

Answer

Cause

The email may be blocked by Citrix since the email may have been rejected in the past by the recipient's email account or the email may be stuck in a junk/spam folder.

Resolution

  1. Go to www.gotomeeting.com
  2. Click Sign In at top right
  3. Click Forgot your password? link
  4. Reset password via emailed link

Additional Information

Verify the spelling of email is correct when adding user.
Also, the user's email could be flagged by our system if the messages are returned as blocked. Please contact us to remove the email from our bounce filter at help.citrix.com/contactus