Problem

• Some employees aren't receiving the Lattice invite email.
• I didn't get an email to join Lattice when my company launched it

Resolution

For Employees and Managers: 

1. Verify the invitation email did not get sent to a junk or spam folder.
2. Search for the sender mg.latticehq.com.
3. Contact your company's Lattice admin to troubleshoot this issue further

For Admins: 

1. Make sure the user's email address was added correctly and is tied to their invited account. 
2. If users were added through an HRIS integration, ensure the email address matches the one in the external HRIS system.
3. If the user previously opted out of Lattice emails or notifications, they may not receive an invitation or other notification emails. Contact Customer Care for further assistance. 
4. For additional troubleshooting, see Why am I not receiving Lattice notifications?