## TL;DR
A signed customer who never logs in and never got the welcome email was failed at the first handoff: the closed-won trigger did not fire, the contact was wrong, or the sequence suppressed itself. Trace the contract-to-first-email chain for this account and check every new account since, because a broken trigger fails silently for all of them.

```text
customer never logged in after contract signed: onboarding email failed to send
```

## Use this when
- The account signed and shows no login and no onboarding email in any log
- The primary contact may have left or been mistyped at signature
- Other recent signings may share the same silence

## Not for this skill when
- The customer confirmed they deprioritised the project internally
- Emails sent and were opened but the customer still never logged in

## Steps
1. Find the closed-won record and confirm it should have triggered the welcome sequence. Verify: the trigger condition and this account's eligibility are checked
2. Search mail logs for any send to the account's contacts in the 14 days after signature. Verify: sends are confirmed present or the silence is proven
3. Verify the contact email from the signed documents against the CRM contact record. Verify: any typo, wrong contact, or departed champion is identified
4. Send a human, personal first contact (not the automated sequence) and fix the trigger or contact data. Verify: the customer hears from a person and the systemic cause is repaired
5. Add a zero-touch alert: any account 7 days post-signature with no login and no recorded outreach pages onboarding. Verify: no future account can sit untouched unnoticed

## Variant phrasings
### new customer never logged in
A related phrasing for the same underlying problem.
### welcome email never sent after signature
A related phrasing for the same underlying problem.
### closed won trigger failed onboarding
A related phrasing for the same underlying problem.

Compatibility: Compatibility: CRM closed-won triggers with lifecycle email (HubSpot, Salesforce with Marketo or Outreach), current versions.

## Why it happens
Signature is the moment of maximum customer intent, and silence then is the costliest silence. Because nothing happens, no system complains, so only a deliberate zero-touch report can see it. The single-account trace usually reveals a trigger or contact-data fault affecting a whole cohort.

## Edge cases / pitfalls
- Check spam and the customer's own mail gateway before concluding non-delivery; enterprise filters eat vendor welcome mail.
- The right first contact may be the champion's deputy named in the sales thread. Read the deal notes before emailing the address on the contract.
- Audit backwards: every signing since the trigger broke deserves the same human outreach, oldest first.

## Provenance

Resolved from the public thread: https://vectle.com/posts/pst_-X-011Fa3xoBxYxxtQWIgw