Newly created Extension is not receiving welcome email.

[jmcnally]

I have purchased subscription for the 3CX Professional 4SC. I just created a new extension, but the user is not receiving the welcome email. I checked and the user is receiving other emails, so the Microsoft365 account is active, and email is flowing.
I have kept the 3CX SMTP Server as default until it is needed to be changed. I ran tests from the 3CX SMTP Server to my email address and I receive them.
I wonder if I am overlooking something concerning the user. As far as I understand the license allows me to create as many extensions as needed as long as I have the 4SC.
Can someone help me try to resolve this issue?

 

[jmcnally]

Forgot to mention that I recreated the account three times. Deleted the extension, restarted the OS and recreated again.
No change.

 

[VoIPTools]

Have you ensured that all of your extensions have a unique email address? If you have two or more extensions that share the same email address, the welcome email will not be sent. In V20, every user extension must have a unique email address.

 

[jmcnally]

Yes, I have a unique email address for that user and for all of the users. That is the reason I removed the extension, rebooted the OS and then recreated the Ext. Still the same. Went to MS365 and traced emails to this user and there is not a single email sent to it.

 

[Guillaume Bourgeois]

Yes, I have a unique email address for that user and for all of the users. That is the reason I removed the extension, rebooted the OS and then recreated the Ext. Still the same. Went to MS365 and traced emails to this user and there is not a single email sent to it.

Try add +3CX after alias ;

so ;
For example, if my email is [email protected] and I follow my recommendations, the result will be [email protected]

Try again, does it work? If so, the email address is blacklisted by 3CX due to too many failed email attempts. The solution? Leave it as is for a while; from what I recall, the email address remains on the blacklist for 7 days. It will be automatically removed after that. But in the meantime, the solution I've shared circumvents your problem.

 

[jmcnally]

I will give it a try and see if there is any positive result. I appreciate your response.
I will post if this brings positive results
Thanks

 

[Guillaume Bourgeois]

There’s no need to create/add alias this email (with plus) in MS365.
The "Plus addressing" feature is enabled by default in all MS365 environments.

 

[jmcnally]

Understood. Thank you. I will change the email address to the extension to that of [email protected]

 

[IrinaP_3CX]

Yes, I have a unique email address for that user and for all of the users. That is the reason I removed the extension, rebooted the OS and then recreated the Ext. Still the same. Went to MS365 and traced emails to this user and there is not a single email sent to it.

If the provided suggestions do not resolve the issue, you can send the email address in question via this contact form to check in case it bounces back.

 

[jmcnally]

Great!!!! it worked but now I am left with one last question. Since the email address the OS saw is the [email protected] and it worked. Am I able to change the email address back to the Microsoft365 email address as [email protected]? Or is this change back to normal email address causes an issue?

 

[jmcnally]

Thank you for the help received. You guys are wonderful.

 

[Guillaume Bourgeois]

Great!!!! it worked but now I am left with one last question. Since the email address the OS saw is the [email protected] and it worked. Am I able to change the email address back to the Microsoft365 email address as [email protected]? Or is this change back to normal email address causes an issue?

The email address in the format: [email protected] must be blacklisted on the 3CX side. However, the email [email protected] is treated as a different address by 3CX, even though it will ultimately be delivered to the same inbox.

The advice given by @IrinaP_3CX is the next step to take if you want to avoid using an alias.
Provide them with the problematic email address, mention that the alias ([email protected]) works, and they can check if it’s blacklisted and remove it if necessary.

Otherwise, you can leave it as is, and it will continue to work.

 

[jmcnally]

Thank you Guillaume. I will do.

 

[Guillaume Bourgeois]

You guys are wonderful.

My wife doesn't tell me that often enough.

 

[jmcnally]

Do not feel bad. That is the norm not the exception. Must leave with it.

 

[jmcnally]

If the provided suggestions do not resolve the issue, you can send the email address in question via this contact form to check in case it bounces back.

Irina, thanks for your suggestion. I have confirmed that the Username+3c@domain sends the welcome email and I have filled others contact form with the explanation on the issue, the email address in question and request to see if the email is blacklisted. The user information has been included.
Thanks

 

[Guillaume Bourgeois]

Great! It might take 1 or 2 days since the team is sometimes very busy, but rest assured, they won’t forget you.
You’re in good hands.

 

[Charles_3CX]

Irina, thanks for your suggestion. I have confirmed that the Username+3c@domain sends the welcome email and I have filled others contact form with the explanation on the issue, the email address in question and request to see if the email is blacklisted. The user information has been included.
Thanks

Please ensure that new extensions' email addresses have mailboxes ready to receive emails.

If this was a new extension, note that some mail systems may take time before the mailbox becomes active. When an extension is created, a welcome email is sent. If the mailbox is not fully set up and the email bounces back, the address may be blocked.

 

[jmcnally]

Can I return change back the email address?
Do I need to reregister the extension?

 

[Charles_3CX]

Can I return change back the email address?
Do I need to reregister the extension?

I believe our CSR team has already answered your question regarding the blocked email. You should not need to do anything else other than ensure that the mailbox is ready to receive emails before trying to send a welcome email again.