SAP Knowledge Base Article - Public

2523360 - Welcome e-mail notification | Top reasons why it's not being delivered and how to revolve it


  • I haven't received the welcome notification with my credentials;
  • Newly created users aren't receiving the initial e-mail with their credentials;
  • No credentials being delivered to newly created users;
  • How do I get my credentials for SuccessFactors?


SAP SuccessFactors HXM Suite

Reproducing the Issue

  1. Create new users in the system;
    1. Either manually via Manage Users (import a file or fill the fields manually), and;
    2. Via an recurring scheduled job as well.
  2. Users are created (they're already appearing in the system/UDF);
  3. Yet, the new users haven't received the welcome e-mail with their credentials.


There are some possible causes that could be leading to this outcome as stated below:

  1. The instance may be still using the deprecated "Welcome Message Notification" template in "Mail Notification Templates Settings";
  2. The Import Job may isn't configured to send the welcome message when it run;
  3. The specific user's registered e-mail address may be incorrect;
  4. The notification may ended up in your e-mail client spam box. 


In advance: it's not possible to retrieve any notification for the already created users.

For these, you'll need to manually trigger the e-mail notification via Admin Center > Send User Welcome e-mail.

Being forward, prior to raise a new case, it's important to check for the following possibilities:

For possible cause #1:

  1. Go to Admin Center -> E-mail Notification Template Settings;
  2. Check if "Welcome Message Notification with Reset Password Support" is enabled;
  3. If it's not enabled, then enable it and save.

Do not use the "Welcome Message Notification" template. It's deprecated and won't trigger anymore.

For possible cause #2:

If the import is done though a scheduled recurring job, please follow the steps below:

  1. Go to Provisioning -> Manage Schedule Jobs;
  2. Look for the Employee Import that created the user;
  3. Open it's details and check if the checkbox Send Welcome Message to New Users is enabled;
  4. To send the notification, it needs to have this option checked.

If the import is done through Admin Center, follow the steps below when importing:

  1. From either Employee Import or Import Employee Data (EC) features, click on Options;
  2. On the Options section, check the option "Send Welcome Message" under general section.
  3. Don't forget to check this option every time when performing a manual import.

For possible cause #3:

Here, it's just necessary to double check if the user's e-mail address is correct in the instance.

For this, you may check it on Employee/People Profile or export the UDF file to check if the e-mail in there is correct.

For possible cause #4:

Please kindly check the account spam box carefully.

It's not that unusual to be the cause, and if we're able to figure out soon that this is the case, a lot of work and time can be saved.


BizX SuccessFactors, welcome e-mail, e-mail notification, credentials, credentials notification, employee import, send welcome message , KBA , LOD-SF-PLT-NOT , Email Notifications , How To


SAP SuccessFactors HXM Suite all versions


Welcome Message Notification.PNG
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