SharePoint Document Issues

Fix SharePoint @Mentions Not Sending Email Notifications

WPS Content Manager Oct 1, 2026 869 views

Question details

Users are not receiving email notifications when they are @mentioned in comments within Word documents hosted on SharePoint or OneDrive.

How to Fix SharePoint @Mentions Not Sending Email Notifications

Product: Microsoft SharePoint
Device & OS: not provided
Scenario: Collaborating on shared Word documents and using the @mention feature to notify team members.
Observed behavior: Email notifications are not triggered or delivered when a user is mentioned, even though notifications are enabled and users have document access.

Before you start

Before proceeding, confirm that the mentioned users have the correct viewing or editing permissions for the shared Word document and ask them to check their junk email folders.

Solution 1Recommended

Review Microsoft's Troubleshooting Guidance for SharePoint Mentions

Check common configuration issues and user permissions that might prevent @mentions from triggering notification emails.

In many cases, the failure of email notifications is tied to specific user licensing, directory syncing issues, or incorrect notification preferences within SharePoint and OneDrive.

Verify Licensing

Ensure that the user triggering the mention and the recipient both have valid Exchange Online licenses assigned in the Microsoft 365 admin center.

Check Email Addresses

Confirm that the target user has a properly configured and active email address associated with your organization's directory.

Consult Official Documentation

Search the Microsoft Learn portal for the article 'Mentions in SharePoint files do not send email notifications to participants' and follow the specific environment checks listed there.

Review Microsoft's Troubleshooting Guidance for SharePoint Mentions

Spam and Filtering: Always ensure the recipient checks their Junk, Spam, or Clutter folders, as automated SharePoint emails are occasionally filtered out by strict email security policies.

Solution 2

Escalate to Microsoft 365 Support

If all standard settings are correct, the issue might be specific to your Microsoft 365 tenant and requires administrator intervention.

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Frequently Asked Questions

Why do my @mentions in Word documents not trigger email notifications?

This can happen due to missing file permissions, incorrect notification settings in OneDrive or SharePoint, lacking Exchange Online licenses, or tenant-level sync issues within Microsoft 365.

Do @mentions work for external guest users?

Yes, but external users must be properly added to your organization's Azure Active Directory (Entra ID) as guests and have valid email addresses configured to receive notification emails.

How can a Microsoft 365 admin resolve persistent mention issues?

If standard settings and permissions are correct, administrators should log into the Microsoft 365 admin center and open a formal support ticket detailing the environment, symptoms, and affected users for Microsoft to investigate the tenant.

Document & File Issues