This article covers basic troubleshooting steps for Webex Email issues and data to gather before contacting support.

Did not receive Meeting Invitation Emails 

Try the below Troubleshooting Tips:

1. If the issue is affecting multiple participants, check for Service Status.
2. Check your spam/junk folder.
3. Send a test email directly to the participant (not via Webex). Does the participant receive this test email?

•  Contact your local IT or email service provider to check your email account if you didn't receive the email.

4. Start or Schedule a new meeting and invite the affected email address as well as a personal/alternate email address of a separate email domain.
5. Check if it's an Event or a Training session.
6. Check if Invitations and registration approval emails were checked while scheduling.
7. If manual registration approval is enabled while scheduling, check if the registration has been approved.

Still having issues?

If these steps, don't resolve the problem, please contact Webex Technical Support with the below information.

1. What is the Webex site URL? (Example: SITENAME.webex.com)
2. Meeting number of the affected meeting.
3. Is the issue affecting all the meetings?
4. When did the issue start occurring?
5. How is the meeting being scheduled? (Via the Web scheduler, mobile app)
6. Are all the participants not receiving the email?

• Are all the affected participants using the same email domain? (For example: gmail.com, outlook.com, acme.com)

7. Did the host receive the meeting scheduled confirmation email?
8. Email addresses of the affected participants who are not receiving the email.

Did not receive Webex Account Invitation or Password Reset Emails

Try the below troubleshooting tips:

1. If the issue is affecting multiple participants, check for Service Status.
2. Check your spam/junk folder.
3. Send a test email to the affected user (not via Webex). Does the user receive this test email?

• It is not a Webex issue if you don't receive the email. You will need to contact your local IT or your email service provider.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. Scope of the issue:

• User details - email address.

2. If the issue is affecting a large group of users, gather the email addresses of multiple affected users.
3. The time stamp on when the email should have been sent to the user/users.
4. Is the user logging in for the first time? If not, when was the last time the user managed to log in successfully?
5. Webex site URL or Organization ID.
6. Is the user receiving other non-Webex-related emails?

Email Formatting Issues - Link is broken / text or other elements are not displayed properly
 

1. Ask the host to schedule a new Meeting/Event/Training inviting you to it.

• View the email on an alternate email client. If the issue is related to the email client, ask them to contact local IT. 

2. Ask the host to schedule the meeting using an alternate scheduler – for example, Web scheduler, Mobile App, Outlook)

• Schedule a Webex Meeting
• Schedule Webex Meetings from a mobile device
• Schedule and join meetings with Webex Scheduler for Microsoft Outlook

3. Is it an Event or a Training? If yes, did the host modify the email template? 

• Ask the host to revert it to default and check if the issue persists.

4. Ask the host to verify with the administrator if the email templates have been modified on the administration page. If yes:

• Ask the administrator to revert it to default and check if the issue persists.
  • Customize email templates

5. Is a scheduling template used? If yes, revert to the default scheduling template and check if the issue persists.

• If the issue is related to the scheduling template, create a new template.
  • Use a template in Webex Meetings or Webex Webinars.

Still having issues?

Please gather the following information and contact Webex Technical Support.

1. What is the Webex site URL? (Example: SITENAME.webex.com)
2. What is the exact issue being faced?
3. Which email is affected – Attendee email, Host confirmation email, a Registration email, Forgot password email?
4. Is it a Meeting, Event, Training, PCN, PMR session?
5. Is the issue affecting all the meetings?
6. Capture Meeting number of the affected meeting.
7. Is the issue being faced by the host or the attendees or all participants?

• Email addresses of the affected users

8. When did the issue start occurring?
9. How is the meeting being scheduled? (Via the Web scheduler, mobile app)
10. Where is the user accessing the email (Outlook, webmail, mobile app)?
11. What is the version of the email client?