Solved 3CX not sending welcome emails

[windshaman]

Hello,

I've deployed 3CX server via pbxpress on Microsoft Azure a couple of months ago (aka just before the lockdown). I'm encountering a strange behaviour with newly created extensions : welcome emails are not sent. If I try to send welcome email from an existing extension, the welcome email is received by users.
Any idea on what's going on ?

I'm using 3CX SMTP server, test is OK from Email Settings page.

 

[Alphabetic]

Did you modify the welcome email template?

 

[windshaman]

Well, not that I'm aware of. Here is my 'Extension Welcome' template.

 

[Alphabetic]

Are the new extensions on the same domain for email? does an SMTP test pass? Was the new extension created before the email address?

 

[windshaman]

• Are the new extensions on the same domain for email? Yes, same domain
• does an SMTP test pass? SMTP test is ok, I can confirm that I receive notifications when a SIP trunk is down or when I send a "welcome email" on my extension for example.
• Was the new extension created before the email address? Extension has been created before email creation . I've tried to delete a newly created extension and create it again but the welcome email is not sent. Regenerating a newly created extension does not send the welcome email.

 

[Alphabetic]

If 3CX SMTP tries to send email and it isnt accepted (welcome email sends upon ext creation) it will not try to resend the email again until the timeout has passed. Id wait a few days, create an alias on your email account or change your SMTP server.

 

[windshaman]

Changing the SMTP server did the trick. I will change my user creation workflow and create the email account first. Thank you for your help

 

[AWS2P]

did you tried to use your email adress on new extension to see if this is related to email or extensions?

 

[cobaltit]

Yep, it's a 7 day cooldown if the message bounces. What you can do (and I've done a few times when we didn't let the new mailbox marinate a few minutes before creating the extension) is just make an alias and change the 3CX extension email to that alias.

 

[JohnS_3CX]

Confirmed - please create the mailboxes before trying to use out SMTP otherwise if they bounce back they will be not send emails out until the cooldown period passes.