An expected Keelvar event invitation email that has not arrived is usually caused by a spam filter, a company mail server block, or an incorrect email address on the invitation. This guide walks through the checks a bidder can perform, what to ask the event organizer to verify, and when to contact Keelvar Support to restore email delivery.
This article explains what to do when an event invitation email from Keelvar has not been received.
Check the spam or junk folder first
Email invitations from Keelvar are sent from the keelvar.com domain. Predefined email rules or filters can divert these invitations to the spam or junk folder. Search the spam or junk folder for "Keelvar" before taking any other step.
Note: To prevent future invitations from being diverted, whitelist the keelvar.com domain in the email account settings. Step-by-step instructions for Outlook and Gmail are available in Whitelisting the Keelvar domain. In short: add keelvar.com as a safe sender or domain in the email application settings so messages are never sent to spam.
Confirm the invitation was sent to the correct address
Invitations are managed exclusively by the event organizer (the purchaser organization hosting the sourcing event). Keelvar Support cannot add a bidder to an event or resend an invitation without the organizer's involvement. If the spam folder is empty, contact the event organizer and ask them to verify:
- The email address entered on the invitation is spelled correctly
- The invitation was sent to the intended person, not to a colleague or a shared inbox
- The invitation status in the event shows as sent rather than failed
If the invitation was sent to the wrong address or shows a failed status, the event organizer can correct the address and resend the invitation from within the event.
Ask the company IT team to allow Keelvar emails
Corporate mail servers sometimes reject external emails due to strict security policies, a full mailbox, or a previous message being classified as spam. If the address is correct and the invitation still does not arrive, ask the company IT team to allow (whitelist) the keelvar.com domain on the mail server. This resolves most delivery failures caused by corporate email security.
Contact Keelvar Support to restore email delivery
When a Keelvar email has previously been marked as spam by a recipient, delivery to that address can be suspended to protect the recipient from unwanted email. If the checks above are complete and invitations still do not arrive, contact support@keelvar.com from the affected email address and request a delivery check. Include:
- The affected email address
- The name of the event and the purchaser organization, if known
- Confirmation that the spam folder was checked and the domain was whitelisted
Already registered on Keelvar
A bidder with an existing Keelvar account can log in at any time and review pending invitations directly on the platform, even when the invitation email did not arrive. After logging in, new invites appear on the home page and can be accepted from there. For more information, see Managing Invites (as a bidder) and Contact Emails for your Bidder Organization.
Business questions about the event
Questions about why an organization was or was not invited, event timelines, or tender content are business questions for the event organizer, not technical questions for Keelvar Support. Contact the purchaser organization directly for these queries.