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Self Service Portal - users not getting email to setup

Hi all,

I hope someone can help me please. I've got Sophos Email setup and working perfectly with M365 mailboxes but one thing I can't seem to get working is allowing users access to Self service portal. The setup email to the user never arrives (I've checked junk and quarantine). I've initiated an email to be sent to users to setup Self Service and I've even gone to the user account and clicked "Email Setup Link", ticked the "Send a welcome email for the Self Service Portal. Sophos Central Self Service Welcome/Setup Email"

Here's the settings I did, apologies the way I've written it, I was documenting it as a guide but stopped as it doesnt seem to be working

To enable the Sophos Email - Self Service Portal

1) Log into Sophos Central main dashboard, not a sub dashboard, e.g. Email.

2) Click Global Settings

3) Scroll down and on the right (at time of writing) is 

Sophos Central Self Service

User Access

Manage users' access to Sophos Central Self Service
Click "User Access" link
It will warn you that by enabling this, an email link will be sent to users, click OK.

4) Go into Email Security (left menu under "My Products")

5) In the Email dashboard, click "Settings" on the left menu

6) Then click "Self Service Settings", on the right menu at time of writing

7) Enable either or both Emergency Inbox / Allow/Block List

Any pointers would be really awesome


Added tags
[edited by: Raphael Alganes at 12:12 AM (GMT -7) on 7 Jun 2023]
  • Ok, an update to this, it took over 30 minutes for the welcome email to appear in the mailbox but that was only when I click "Email Setup Link" to the user, not when I enabled User Access in Global Settings and it warned saying it would send an email. I'm going to test another account and see if the same happens.

  •  Hi, thank you for posting into the Community. When I was testing previously, there was a bit of a delay before the welcome emails are sent automatically to the users when "Sophos Central Self Service Portal access" is enabled (from what I recall, around 30 minutes). Please note that this only applies to all new and existing users who don't have access to Self Service Portal yet. So if a user got sent a welcome email before, they will not receive the new welcome email unless the user got deleted and recreated again.

  • Thanks Josepalad, the behaviour seems to match what you are saying. However, have since tested a new user, i.e. created and no welcome email came, that was over an hour and half ago. I tried "Email Setup Link" and 30 minutes later it came through. Bit odd.

  •   Thank you for your reply. If only by manually triggering the event using the "Email setup link" will the welcome email be sent to the new user, then this is not a "Sophos Central Self Service Portal access" expected behavior. I would recommend getting a Support case created then if you still keep having the same observation on other newly created users. Thanks!