Recast Cloud

Problem

A user invited to Recast Cloud cannot locate the invitation email required to complete account setup.

Potential Causes

While Recast can successfully send an invitation email, settings related to mail routing, filtering, security controls, and the user-configured inbox may prevent the message from appearing in your Inbox.

Troubleshooting Steps

Before requesting a new invitation, work through these troubleshooting steps.

Verify the Email Address

Confirm that the invitation was sent to the correct email address.

Check for:

• Typos
• Missing characters or domains
• Incorrect distribution list or shared mailbox addresses
• Use of an alternate email address that is not actively monitored

If the email address is incorrect, ask the Recast Cloud administrator in your organization to correct it and resend the invitation.

Confirm Distribution Lists Can Receive External Email

If the invitation was sent to a distribution list, group mailbox, or shared email address, make sure the mailbox is configured to accept messages from external senders. Many organizations restrict distribution lists from receiving email originating outside their tenant. If you are unsure whether external messaging is allowed, contact your email administrator.

Check Junk, Spam, and Quarantine Locations

Review locations where email may have been filtered before reaching your Inbox, such as:

• Spam folder
• Junk Email folder
• Email quarantine portals
• Security awareness or phishing review portals

Search for messages from: registration@recastsoftware.com
TIP: Add the sending address or domain to your organization's allow list or safe senders list to improve delivery reliability.

If your organization can access email delivery logs, ask your email administrator to search for the invitation message by sender, recipient, and approximate send time. Message trace or gateway logs can confirm whether the message was delivered, rejected, quarantined, deferred, or blocked before reaching the mailbox. If necessary, contact your email administration team for assistance.

Review Email Security and Filtering Services

Many organizations use third-party email security solutions that process messages before they reach Microsoft 365, Google Workspace, or on-premises mail servers. Ex. Mimecast, Proofpoint, Barracuda, Cisco Secure Email, Microsoft Defender for Office 365

In some environments, these services may hold a message in quarantine pending user review.

To release Recast Cloud emails from quarantine, try logging into the filtering service portal and searching for the quarantined message to release. You can also add the sender to your allow list, if appropriate.

Review Inbox Rules and Message Routing

Check if inbox rules are automatically moving messages from Recast into another folder.

Examples include rules that:

• Move messages from @recastsoftware.com
• Redirect messages to an archive folder
• Forward messages to another mailbox
• Delete or suppress messages automatically

TIP: If you're using Outlook, search your mailbox for messages from Recast instead of relying solely on the Inbox view.

Request a New Invitation

If troubleshooting steps fail to resolve the issue, request that a Recast Cloud administrator for your organization resend the invitation. A newly generated invitation can help rule out issues such as previously deleted messages and temporary mail delivery interruptions.