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Welcome Emails, Invites & Password Resets

Written by Marc McCall

Overview

When onboarding new users to your store, Evolution X gives you several ways to send welcome emails and temporary passwords. This article covers all available methods, when to use each one, and how to troubleshoot common issues.

Note: "Welcome emails" and "invites" are used interchangeably throughout the platform.

Which Method Should I Use?

Scenario

Recommended Method

Onboarding many users across multiple accounts

All Users tab (bulk send)

Tracking invite status / filtering by sent history

All Users Invites tab

Inviting one or a few users within a specific account

User tab inside the customer account

Letting customers manage their own users

Grant storefront admin access via Role

Method 1: Sending from the All Users Tab

This is the best option when you need to send welcome emails to a large number of users across multiple accounts at once.

Steps:

  1. Navigate to Customers → All Users

  2. Use the search/filter fields to find the users you want to invite

  3. Tick the checkboxes to the left of each user — selected rows will highlight yellow

  4. Click the dropdown above the tick list and select "Invite with Welcome Email & Temporary Password"

  5. Confirm the action

✅ Multi-page select is supported — you can select users across multiple pages before sending.

Method 2: Sending from the All Users Invites Tab (Recommended for Tracking)

This is the most powerful method for managing and tracking invite status. It uses the same Welcome (from dealer) email template but adds dedicated filter columns to help you identify who still needs to be invited.

Steps:

  1. Navigate to Customers → All Users → Invites tab

  2. Use the column filters to narrow down your list:

    • Welcome Email Sent — filter for users who have or haven't received a welcome email

    • Temporary Password Sent — filter for users who have or haven't received a temporary password

  3. Use the white search boxes at the top of each column to search by name, email, or company

  4. Tick the checkboxes next to the users you want to invite — selected rows will highlight yellow

  5. Click the dropdown above the tick list and select "Invite with Welcome Email & Temporary Password"

  6. Confirm the action

💡 Pro Tip: Filtering by Company is especially useful when you need to invite all users under a specific account at once.

Method 3: Sending from Within a Customer Account

This is the best option when you're working with a specific customer and want to invite one or a few of their users individually.

Steps:

  1. Navigate to Customers → Accounts and open the relevant customer account

  2. Click on the Users tab

  3. Find the user(s) you want to invite

  4. Tick the checkboxes next to the relevant users

  5. Click the dropdown and select "Invite with Welcome Email & Temporary Password"

  6. Confirm the action

✅ Multi-page select is supported here as well.

About Temporary Passwords

All welcome/invite emails include a time-sensitive temporary password.

⚠️ Important: Temporary passwords expire after 30 days.

If a user does not log in and set their own password within 30 days, their temporary password will no longer work. You will need to resend the welcome email to generate a new temporary password for them.

Best practices:

  • Follow up with users who haven't logged in after a week

  • Use the Invites tab filters to identify users who were sent an invite but may not have acted on it

  • Remind users to check their spam/junk folder if they don't see the email

Granting Customers Storefront Admin Access

You can empower your customer accounts to manage their own users directly from the storefront — without needing to contact you.

When a customer user is assigned a Role with the appropriate permissions, they can:

  • Invite and manage users within their own account

  • Send welcome emails to their own team members

To enable this:

  1. Navigate to Customers → Roles and create or identify a Role that includes permission to create/manage users from the storefront

  2. Navigate to Customers → Accounts and open the relevant customer account

  3. Go to the Users tab and open the specific user's profile

  4. Assign the appropriate Role to that user

  5. Save the changes

That user will now be able to manage other users within their account from the storefront, based on the permissions defined in their assigned Role.

💡 Pro Tip: If you manage multiple accounts that need this capability, consider creating a dedicated "Account Manager" role with the relevant permissions so it can be consistently applied across accounts.

Password Resets

There are two ways a password reset can be initiated — by the user themselves, or by an admin on their behalf.

User-Initiated Password Resets

Users can reset their own password at any time directly from the storefront login page.

How it works:

  1. The user navigates to the storefront login page

  2. They click "Forgot Password"

  3. They enter their registered email address

  4. They receive a password reset email with a secure link

  5. They click the link and set a new password

⚠️ Note: Password reset links are time-sensitive. If the link has expired, the user will need to request a new one by repeating the process.

Admin-Initiated Password Resets

As an admin, you can trigger a password reset on behalf of any user directly from the admin panel.

Steps:

  1. Navigate to Customers → All Users and find the relevant user

  2. Open the user's profile

  3. Use the Send Password Reset option to trigger a reset email to the user

  4. The user will receive an email with a secure link to set a new password

💡 Pro Tip: This is useful when a user is locked out and cannot access the "Forgot Password" flow themselves, or when a user reports not receiving the original invite email.

Admin Password Change

Admins can also update their own password directly from their profile settings.

Steps:

  1. Navigate to Change Password

  2. Enter your current password and your new password

  3. Save the changes

Troubleshooting

The user didn't receive their invite email

  • Ask the user to check their spam or junk folder

  • Verify the email address on their account is correct

  • Try resending the welcome email from the Invites tab

  • Check your store's email template settings to ensure the Welcome (from dealer) template is active and configured correctly

The user's temporary password isn't working

  • The temporary password may have expired (valid for 30 days only)

  • Resend the welcome email to generate a new temporary password

  • Ensure the user is entering the password exactly as received (watch for extra spaces)

The user's password reset link isn't working

  • The reset link may have expired — ask the user to request a new one, or trigger a new reset from the admin panel

  • Verify the user is clicking the most recent reset email (older links are invalidated when a new one is sent)

  • Check that the user's email address on their account is correct

I can't find a user in the Invites tab

  • Make sure you're on the correct tab (All Users → Invites)

  • Clear any active filters and try searching by email address

  • The user may already be active — check the All Users tab instead

I sent invites in bulk but some users weren't included

  • Multi-page select must be used to include users across multiple pages — ensure you selected all intended pages before sending

  • Check if any users were filtered out by an active search/filter

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