Fix the user not found error for email aliases

Resolve the User not found error on Google Workspace by configuring the email alias as a Send mail as address inside Gmail so Scribe can apply the signature.

When Scribe tries to push a signature to Google Workspace and the destination shows a Failed status with the message “User not found on Google Workspace,” the issue is almost always linked to an email alias that has not been properly configured inside Gmail.

This article explains why the error appears and how to resolve it by adding the alias as a Send mail as address in the user’s Gmail account.

Why this error happens

Google Workspace treats primary addresses and aliases differently. An alias can receive mail without any extra setup, but sending mail from that alias (or applying a signature tied to it) requires Gmail to explicitly know about it as a Send mail as address.

If the alias only exists at the admin level in Google Workspace and has never been added inside the user’s Gmail settings, Google’s API returns the “User not found” response when Scribe tries to assign a signature to it. The signature cannot be deployed until the alias is registered inside Gmail.

How to fix it

The user (or an admin acting on their behalf) needs to add the alias as a Send mail as address from their Gmail account. Once that step is complete, Scribe will be able to push the signature on the next sync.

1. Open Gmail settings

   Sign in to the Google account that owns the alias, then open Gmail. Click the gear icon in the top right corner and select See all settings.

2. Go to the Accounts tab

   Inside the settings panel, open the Accounts and Import tab. On some Google Workspace accounts this is simply labeled Accounts.

3. Add the alias as a Send mail as address

   In the Send mail as section, click Add another email address. Enter the display name and the alias email address, then follow the prompts. Google may send a verification message to confirm ownership of the address.

4. Confirm the alias is listed

   Once added, the alias appears in the Send mail as list. The user can now select this address when composing a message.

5. Resync in Scribe

   Go back to Scribe and trigger a new signature push for the teammate. The signature should apply successfully and the destination status switches from Failed to Sent.

If the alias was added recently inside Google Workspace, allow a few minutes for the change to propagate before retrying the push from Scribe.

Still seeing the error?

If the error persists after the alias is added as a Send mail as address, run through these checks. Make sure the alias is fully verified inside Gmail and not in a pending state. Confirm that the teammate’s Google Workspace account has not been suspended or moved to a different organizational unit. Verify that the Scribe integration with Google Workspace is still connected with the correct admin permissions, which you can review in Settings, then Integrations.

If everything looks correct and the error continues, reach out to support from inside Scribe so the team can inspect the full API response.