Welcome emails not arriving

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We have a couple of clients who have employees who are not receiving the welcome email for the Sage Online Services portal.

For both individuals we have tried a couple of different email addresses and they receive the payslip notification emails but not the welcome email.  They have checked with IT support to ensure that the sage email addresses are whitelisted so that nothing should be going to junk..

We have spent a long time trying to resolve this and it is frustrating and embarrassing. 
Any suggestions what we can do?

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