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NovaVMS Manual

Invitation email didn't arrive

Invitation email didn’t arrive

Symptom

Your admin tells you they created your account and a welcome email should be on its way, but nothing lands in your inbox — even after 15 minutes. The email would come from no-reply@novalien.com with a subject like Welcome to NovaVMS and would contain your temporary password.

Likely causes

  1. The email is in your spam or junk folder. First-time mail from no-reply@novalien.com is the most common trigger for spam filtering.
  2. The email bounced. A typo in the email address your admin entered — one letter off, wrong domain — and the message is undeliverable.
  3. SendGrid is over quota or not configured. NovaVMS uses SendGrid (decision D14) to deliver invitation and password-reset emails. If the org’s SendGrid key is missing, expired, or over the daily send limit, emails silently do not go out. In this case the temporary password is returned in the API response instead and the admin should share it with you directly.
  4. Your mail provider is blocking the domain. Some corporate mail servers block transactional senders until a sysadmin adds them to an allow list.

Fix

Step 1 — Check your spam folder

Search your full mailbox (not just Inbox) for sender no-reply@novalien.com or the word NovaVMS. Mark any match as Not Spam so future mail lands in the inbox.

Step 2 — Ask your admin to verify the email address

Ask your admin to open your row on Admin → Users and read the email back to you character by character. A single typo (for example .co instead of .com) makes every email bounce silently.

Step 3 — Ask your admin to check the audit log and re-send

Your admin can confirm the original invite happened, then reset your password to trigger a fresh email:

  1. Admin opens Admin → Users, finds your row, and clicks Reset Password. See Reset a user’s password.
  2. NovaVMS generates a fresh temporary password and sends a new welcome email.
  3. Admin also opens Admin → Audit log, filters by your email, and confirms a user.password_reset_completed entry appears. If it does not, SendGrid is likely not configured for this org — the temporary password will be returned in the API response and the admin should share it with you through a channel you both trust.

Step 4 — If your mail provider is blocking the domain

Ask your IT team to add no-reply@novalien.com and the SendGrid IP ranges to the mail server’s allow list. Once they do, ask your admin to reset your password one more time.

Verify

  1. A new email from no-reply@novalien.com arrives within 2 minutes of the admin clicking Reset Password.
  2. The email contains a 12-character temporary password.
  3. You can sign in at novavms.novalien.com with your email and the temporary password, and you are immediately prompted to change it.

If none of this worked

Ask your admin to run the invitation without relying on email:

  1. On Admin → Users, your admin clicks Reset Password. With SendGrid disabled or failing, the temporary password comes back in the API response.
  2. Your admin shares the password with you through a channel you trust (in person, a signed chat message — not email, not a public ticket).
  3. You sign in and change the password on first login.

If that also fails, open a support ticket at support.novalien.com with your email address and the org name. Support can check SendGrid delivery logs on the backend.

See also: