3800234 - Welcome email shows sent in Email services but not received - Onboarding

• The system shows the welcome email as sent in Email Services.
• The candidate does not receive the email in the inbox or spam folder.

SAP SuccessFactors Onboarding

1. Start the RNHD for a candidate.
2. Submit the RNHD step.
3. Confirm the PDC step is assigned to the candidate.
4. Check Email Services and observe that the welcome email is shown as sent to the candidate’s address.
5. Check the candidate’s mailbox; the email is not received (including spam/junk).

The outbound email was discarded by the email infrastructure because the recipient email address contained invalid keywords (for example: “test”, “dummy”, “nomail”), which are blocked to protect mail system performance.

1. Verify the candidate’s email address is valid and does not include blocked keywords such as “test”, “dummy”, or “nomail”. Update the candidate record to a valid, functioning address.
2. Resend the welcome email and confirm in Email Services that the message is sent to the updated address.
3. Ask the recipient to check inbox, spam/junk, and any quarantine folders.

• KBA 3168869 - Candidate did not receive External User Welcome Message email - Onboarding
• KBA 3263766 - External user welcome email is not initiating for candidates - Onboarding
• KBA 2908711 - Welcome Message Email Not Initiated to New Hires - Onboardin

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