Email not received by some customers

If customers are not receiving emails and you are a system administrator, you can investigate the issue by checking the notification queue.  This is in the System Admin menu as seen in the image below.  In this screen you can filter by various criteria in order to find the notifications you are concerned about. You can click on the 'Body' link in the Message column to see the details of the message, which will be displayed just above the grid.  The status column will be red if the email was not sent for various reasons (e.g. no address, blocked email due to previous hard bounce, mail failure).

If you do not find the email in the list, then this user is not set up to receive this type of notification.  How to address this will depend on the type of notification.  See the following article for more information on each type of notification: 

https://support.timesync.com/hc/en-us/articles/115004751523-Notification-setup-by-type

If the status indicates that the email bounced or is blocked, you can go to the user contact page for that user to get further information.  

If the status indicates that the email was sent...

Check the action log (Admin >> Reports >> Action Log), which shows bounced and blocked emails when selecting Action Type 'Email Event'.

If you do not see a bounce or other issue, this suggests that we sent the email and did not receive any response of failure.  In this case, it is possible that it went to your spam folder or was otherwise intercepted.

There are steps your users can take to increase the likelihood of receiving emails...

• Yahoo email users can help by marking our messages as 'not spam' if they appear in the spam email box.
• In Outlook, they can 'Add sender to safe senders list.' There are other similar options in other email programs.

On the user contact page...

Look to see if there is a hazard symbol to the right of the email in question.  The hazard symbol will be yellow if the email has bounced within the last 6 months, but all the bounces were temporary conditions.  It will be red if the email had a permanent bounce condition and therefore has been blocked, which means no further emails will be sent.   

The bounce details are slightly cryptic since they are the exact information sent back, but you will find the reason for the bounce in there.  The bounce itself is out of our control.  Some email providers, such as AOL, filter out any emails with more than a couple of addresses.  

There are various resolutions to the problem depending on what caused the bounce.  Here are a few things to check:

1. Is the email address spelled correctly?
2. Does the bounce indicate that the email is on the Amazon suppression list?  If so, go to the Amazon Suppression List instructions below.
3. Are you using an AOL address?  See note for AOL Users below.
4. If none of the above apply and you know your address is good, you can clear the block on our end with the button on the bounce detail page.  This will cause us to send you the next email requested.  However, if your email provider sends us back a permanent bounce message, the email will be added back to our blocked addresses.  (We need to do this to protect our sending statistics and prevent additional complaints connected to our domain.)

If users are still having trouble receiving the emails, they should check with their email provider to find out how to resolve the situation.

Our sender address for whitelisting is NoReply@timesync.com.  The session user's email is used as the 'Reply To', which may also need to be on the whitelist, but this field is less frequently checked.

Amazon Suppression List instructions

If the details indicate that you are on the Amazon suppression list, we can clear this block for you before sending.  If you continue to get added to the Amazon suppression list, you will need to pursue this with your email provider.  The following article has instructions for how they can white list the Amazon senders:  https://sesblog.amazon.com/post/TxEH4YOF3YJG0L/Amazon-SES-IP-addresses

AOL Users

 In the AOL email system if just a few people tag our messages as spam they reject all messages from us for the next few days. We get no notice and the recipients have no way to unblock it. It is beyond our control unfortunately.  You may consider trying a new email from one of the many free email providers.