Introduction

When inviting a new member to your Astra workspace, you may see the error "Message cannot be delivered to the email address." This means our system was unable to verify the deliverability of the email address provided. This guide explains why this happens and how to resolve it quickly.

Prerequisites

• Workspace Admin or Workspace Owner role

• The correct email address of the person you are inviting

Why This Happens

This error is triggered when our email verification tool cannot confirm the deliverability of the address. Common causes include:

• The recipient's email server uses strict security filters such as Mimecast or Proofpoint that block automated verification checks

• A temporary network delay or issue at the time of the request

• The email address contains a typo or extra spaces

• The email address is inactive or no longer valid

Steps to Resolve

Step 1: Wait and try again Temporary network issues can cause this error. Wait 5 to 7 minutes and attempt the invitation again.

Step 2: Confirm the email address Double-check the email address for typos, extra spaces, or incorrect domain names before retrying.

Step 3: Clear your application cache Cached data can interfere with the invitation process.

1. Press Ctrl+Shift+K on Windows or Cmd+K on Mac

2. Search for "Clear Cache"

3. Click the Clear Cache option

4. Refresh the page and retry the invitation

Step 4: Contact support If the issue persists after trying the steps above:

1. Raise a support ticket from your Astra dashboard

2. Include the email addresses you want to invite

3. Our team will manually add the users to your workspace

Note: Users added manually by support will have restricted access initially. Workspace Admins can adjust their role and permissions afterward.

Expected Outcome

After resolving the issue, the invited member will appear in the Members list immediately. If the member was added manually by support, they will receive an invitation email to set up their account.

Troubleshooting

Error persists for multiple email addresses

• This may indicate a broader issue with your organization's email domain. Check with your IT team to confirm whether outbound emails from Astra are being blocked at the domain level.

• Ensure emails from no-reply@getastra.email are not blocked by your organization's email security filters.

Invited user never received the invitation email

• Ask the user to check their spam or junk folder for emails from no-reply@getastra.email

• If the email is not in spam, your organization's email security system may be blocking delivery. Contact your IT team to whitelist emails from getastra.email.

User was added by support but cannot log in

• Confirm the user checked their email for an account setup link from Astra

• If no email was received, raise a follow-up support ticket with the user's email address

Invitation was sent successfully but user role needs updating

• Go to Settings → Members, find the newly added member, click their row to open the Edit Member Details panel, and update their role using the dropdown menu