My Team Member Didn't Receive a Welcome Email or can't log in
Last updated August 24, 2025
When adding a new team member to FIRST, they typically receive a welcome email. If the email doesn’t arrive, here’s why and what it means for their access.
Why Didn’t My Team Member Receive a Welcome Email?
The most common reason is that the team member already has a FIRST account as another user type (driver or merchant). Here’s what happens:
- You add them using their email address.
- FIRST identifies the email as linked to an existing user
Troubleshooting
If the welcome email doesn’t arrive, follow these steps:
- Check if the team member already has a FIRST account by asking if they’ve used FIRST before either with another organization or as another user type
- Change their email associated with their old user profile if possible
- If you can change their email, then add them as a user using a different email, or reach out to support to disable their current account.
- Have them attempt to log-in by resetting their password at dispatch.firstdelivery.com/login
Tip: add a +1 to the end of their email (if supported by email client). i.e. Joe+1@gmail.com
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