There are a few reasons employees may not receive their email notifications. We encourage you to start by ensuring that those emails aren't going to spam or trash.
Checking Your Messaging Rules
Once you've checked that,ensuret your Contact has an email message rule set up. Start on the Contacts page of your account setup, click on the pencil icon next to a contact, and scroll down to ensure an email message rule exists.
If you have an email message rule set up and emails are still being blocked or heading to spam, it's likely a firewall or filter preventing our emails from being delivered. Please ask your IT department to add our our IP address (208.117.48.97) and domain ([email protected]) to an allowlist, or whitelist, to ensure our emails are deemed safe for prompt delivery.
Allowing Emails and Domains
The allowlist process varies depending on your email provider. We'll walk through our two most common providers, but your IT team should be able to add our domain and IP address to other providers as well.
Gmail
To add our domain to the allowlist:
Start by selecting the gear icon > "See all settings."
Navigate to "Filters and Blocked Addresses" in the top menu.
Select "Create a new filter."
Add [email protected] in the "From" field.
Click "Create filter."
Check "Never send it to Spam" in the checkbox.
Click "Create filter."
Administrators can also add our IP address:
In the Admin console, go to Menu > Apps > Google Workspace > Gmail > Spam, Phishing and Malware.
On the left, select the top-level organization. This is usually your domain.
On the Spam, Phishing, and Malware tab, scroll to the Email allowlist setting. Or, in the search field, enter "email allowlist."
Enter our IP address (208.117.48.97).
At the bottom of the page, click Save.
Outlook
To add our domain to the allowlist:
Click the gear icon in Outlook and select "View all Outlook settings."
Select "Mail" from the settings menu.
Choose "Junk email" from the submenu.
Click "Add" under "Safe senders and domains."
Enter [email protected].
Choose "Save."
Administrators can also add our IP address:
Go to the https://security.microsoft.com/antispam
Click on "Connection filter policy."
Then click on "Edit connection filter policy."
Add our IP address (208.117.48.97) to the "Always allow messages from the following IP addresses or address range" input.
Click on the "Save" button.
Please note that if a message from our domain to another email address bounces, our email provider will suppress all subsequent deliveries to that email address. If you know an email from us bounced, please let us know so we can be sure to remove the bounce suppression on our side.