NepalHRM Emails Are Not Arriving
Invitations, password resets or approval notifications never turn up, or they land in spam.
First work out whose mail server is sending. A workspace can be configured to route its outgoing mail through the company's own SMTP server, and when it is, delivery is your IT team's to diagnose rather than ours. Use the test send: it runs immediately rather than through a queue, so a configuration error comes straight back with the mail provider's own message attached. If the test arrives but real notifications do not, the problem is downstream of configuration and worth raising with support. If everything arrives but lands in spam, that is SPF and DKIM on your sending domain, and only your DNS administrator can fix it.
What the message on your screen means
These are the strings NepalHRM shows, word for word. Find yours and read across.
Authentication failed
- What it means
- The SMTP username or password was rejected by your mail provider.
- What to do
- Re-enter the credentials. If the mailbox has two-factor authentication, most providers require an app password rather than the account password.
Work through these in order
Cheapest first. Each step says what you should see if it worked, so you can stop as soon as it does.
Check spam and quarantine first
Do this before anything else, including for yourself. Corporate mail filters quarantine invitations from an unfamiliar sender routinely, and the message is sitting there rather than lost.
You find the mail, and the fix is an allowlist entry rather than a configuration change.
Find out whether your workspace uses its own SMTP
An admin can see this in the email settings. It changes who can help: with custom SMTP on, the message left NepalHRM the moment it was accepted by your server, and your IT team's logs are the next place to look.
You know whose logs to read.
Run the test send
Send one to your own address. The test runs immediately rather than queueing, so an authentication or TLS error comes straight back with the provider's own wording.
Either it arrives within about half a minute, or you have the exact error.
Check the sender address is one your provider will send as
Most gateways refuse or silently drop a message whose sender they do not recognise. The from address has to be an address your provider authorises you to use.
Mail stops disappearing without an error.
Publish SPF and DKIM if mail arrives but lands in spam
These are DNS records on your sending domain. Your mail provider publishes the exact values to add. Without them, placement is unpredictable no matter what NepalHRM does.
Delivery to the inbox becomes consistent.
Use the temporary password rather than waiting
When you create an employee, the temporary password is shown on screen once. If the invitation email is stuck, share that securely instead of blocking someone's first day on a mail problem.
The person gets in while the mail issue is worked out separately.
What the system does
- Common SMTP ports
- 587 or 465587 for STARTTLS, 465 for SSL
- Test send
- runs immediatelyso the provider's error is shown verbatim rather than swallowed by a queue
- Sender address
- must be one your provider allowsmany gateways silently drop a forged sender
- Spam placement
- SPF and DKIM on your domainpublished in your DNS, not in NepalHRM
- Microsoft 365 with Basic Auth disabled
- not supported todayuse a relay such as SendGrid instead
Still stuck? Send us this
Include all of it in the first message and the first reply back is usually a fix rather than a question.
- Whether the workspace uses its own SMTP server or the NepalHRM default.
- The result of the test send, including the exact error if there was one.
- One recipient address and roughly when the message should have gone out.
- Whether anything at all is arriving, or only some message types.
Asked most often
Find out whether your workspace routes mail through your own SMTP server. If it does, run the test send: it executes immediately and returns your provider's error verbatim, which is usually enough for your IT team to fix it in minutes.
Configuration is fine and something further along is failing, because the test deliberately bypasses the normal queue. That one is worth raising with support with the timing of a specific missing message.
No, and neither can any other sender. Inbox placement depends on SPF and DKIM records published on your own domain. Your mail provider gives you the exact records, and your DNS administrator adds them.
Yes, with Basic Auth enabled for the mailbox. Tenants that have disabled Basic Auth need OAuth2, which is not supported today, so use a relay such as SendGrid or Mailgun instead.
No. The temporary password is displayed on the HR screen when the account is created, so you can pass it on securely and sort the mail out separately. You can also resend the invitation, which issues a fresh link.
Screens, labels and limits change between releases. If something here does not match what you see, tell us and we will correct the page.
Support you can actually reach. From Kathmandu.
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