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susanwarren1
March 25, 2020
Solved

Employee Self Setup / manual setup processes do not send email to user

  • March 25, 2020
  • 1 reply
  • 0 views

I'm trying to test the Employee Self Setup for QBOAP, but I'm not seeing the email come through with the link to do the self setup. Is there something I'm missing? It seemed straightforward enough - put in the user's name and email address, and off it goes - but nothing is happening.

 

I'm having the same issue if I manually setup a user who has access to the Employee Portal - they receive no email with the login invitation. In order to get them to login, they have to navigate manually to the Portal, then click on Forgot Password. This sends them an email prompt to change their password - which works and allows them in - but surely the email saying "you've been set up, here's where to log in" should send?

 

Is there something I'm missing for both of these? We are on a test system at the moment but the only difference is we've not subscribed or put in any HMRC details as yet, so I can't see why that would stop the setup emails from sending.

Best answer by IntuitLily

@ReymondO  Thanks so much for your email.

 

I've tried on our live system to set up two users - one with my personal email, one with my work email. Both have sent through OK, so I'm not concerned about it working on the live system. However on the test system I'm still not getting any emails through.

 

I had added the addresses to our whitelist for the company domain, as requested - though the emails I'm now getting from our live system are not from either of those addresses! I've also been testing with my personal Gmail address which doesn't have a whitelist option but has received emails sent via the live system.

 

Ultimately it looks like the issue lies in the test system, given that the live system does send the emails. This is why I said is there a company setting I need to adjust - is there something in the test system that needs changing? The test employees all have access granted to the Portal but the activation emails do not send.

 

For my Payroll clerk to be comfortable with the software I'd like the test system to work properly. She needs to be able to see all the test setup, both as a full access user and as a regular user. For that, we need the activation emails to work. I must be missing something in the setup of the test system.


Thank you for the additional details, @susanwarren1.

 

I have some information regarding the test drive. Currently, there isn't a setting to adjust for this setup when using this system. This employee feature in the live structure has all the necessary functions compared to the test. 

 

You'll have to use the live system to get full access to this setup. 

 

For other resources you can check in getting started, you can take advantage of the following helpful links below.

 

Should you need anything else, do let me know by dropping your comment below. I'm here to help however I can. Take care and have a good one.

1 reply

J
jamespaul
March 25, 2020

Hello, susanwarren1. I hope you had a jolly good day. 

 

You did the right steps for the Self-Service. You're also correct that the lack of HMRC details doesn't stop the emails from sending. We can try a few steps to resolve this.

 

After opting for the Self-Service option, you'll want to instruct your employees to check their spam or junk folders. You can also do this for the employees you've manually set up. 

 

You'll also want to ask them to whitelist our email server hostnames and IP addresses. They can reach out to their email providers for instructions on how to do this. 

 

Server Hostnames:

 

  • mailout11.intuit.com
  • mailout12.intuit.com
  • mailout13.intuit.com
  • mailout14.intuit.com
  • mailout21.intuit.com
  • mailout22.intuit.com
  • mailout23.intuit.com
  • mailout24.intuit.com
  • o1.sg.n.intuit.com
  • o2.sg.n.intuit.com
  • o3.sg.n.intuit.com
  • o4.sg.n.intuit.com
  • o5.sg.n.intuit.com

IP Addresses: 

 

  • 69.169.238.234
  • 69.169.238.235
  • 168.245.76.26
  • 168.245.70.213
  • 168.245.123.49
  • 168.245.118.60
  • 198.37.158.59
  • 206.154.105.172
  • 206.154.105.173
  • 206.154.105.174
  • 206.154.105.175
  • 206.154.105.176
  • 206.154.105.177
  • 206.154.105.178
  • 206.154.105.179

After whitelisting, resend the login invitation and have them look for an email titled "Login details for QuickBooks UK payroll." Here's how to resend it: 

 

  1. Go to Employees from the left panel. 
  2. Select an employee.
  3. Scroll down and click on Employee Portal Access. 
  4. Click on resent activation email. 

After setting up your employees, you can visit our QuickBooks Online Advanced Payroll hub. It contains a list of helpful guides and information that can help you set up your payroll. 

 

We're open for other questions or concerns about QuickBooks Online as well! Just leave a reply and we'll be here to help. 

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susanwarren1Author
March 26, 2020

Thanks - however even after adding all the server & IP addresses to our company whitelist the emails are still not coming up. They're not getting stuck in Spam (they weren't before this) - they just do not arrive. Is there anything else that I can test for this?

 

We won't normally use the Self Setup option, but it's good to have it working - however as all employees will need access to the Portal, we must have the email which gives them their login information.

E
EmmaM
March 26, 2020

 

Hello Susanwarren1

 

They should receive an email yes. To confirm if you could go to the section in bold below in your QuickBooks, is their email only showing once and they show as access granted?

 

Payroll Settings>Employee Portal Settings>acess>access granted

 

Is that employee also in the manage users section with the same email?

 

Certainly, you want to be able to use this for all employees. If we could ask you to test one yourself by sending yourself an invite on an email you have access to(which has not been already used) do you receive the invite?

 

Emma

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