Process for troubleshooting email receipt issues
Occasionally, users don't receive the invitation or notification email. There are a number of potential reasons for this. Below is the checklist to follow if a user does not receive the invitation email:
1. Check the user's email address
Double-check that the email used to generate emails to the user is correct:
Navigate to Settings > Users;
Using the advanced filter (the icon to the right of the filter field), change the status filter to Pending;
Filter for and then click the name of the user;
Check that the email address used is correct & is currently active.
2. Email address didn't exist when the user was added
Issuing an invitation to a user prior to the email account being established (eg. if requesting it to be created by your IT Department) will cause an email bounce and a subsequent block will be placed on that email address by Maintainly.
Using an email address that has not yet been set up will cause all future emails to the user to be blocked, for spam protection. Therefore, the Re-send invite option will not work.
Contact us via chat to remove the suppression.
3. Check any spam/junk email folders
First, request that the user check any junk or spam folders in their email client.
You can then try re-sending the invitation email:
Navigate to Settings > Users
Using the advanced filter (the icon to the right of the filter field), change the status filter to Pending;
Filter for and then click the name of the user;
Click Re-send invite.
4. Check with IT Department
Company-wide email policies sometimes require Maintainly to be whitelisted by your IT Department, in order to ensure that all invitations and notification emails reach their recipients.
Request your IT Department whitelists all emails received from the maintainly.com domain, specifically from the email addresses [email protected] and [email protected].
5. Contact Maintainly
Rarely, a system-wide issue may cause email delivery issues, including delays. Contact us via chat and advise of the email address is question so that e may check the email send logs.