When this happens
- You are an administrator.
- An email alert is set up for a person.
- A report with one of that person’s tags was recorded, but the person received no email.
Check this first
On the Manage notifications page, check these points. To correct one, see Activating an email alert notification.
- The person is still listed. A person whose alerts were stopped with Cancel all notifications no longer appears.
- The address in the Notified email address column is spelled correctly.
- The person’s row lists the tag of the report.
- The report is new. Alerts are sent only for reports created after the notification was set up. Editing an existing report sends no alert, even when you add a tag.
Fix
- In the person’s mailbox, open the spam or junk folder.
- Search for emails whose subject starts with
Venzeo™ |. The subject continues with your organisation’s name and the tag, in your organisation’s language. - Move the alert email to the inbox and mark it as not spam.
- Ask your IT team to add Venzeo™'s sender domains to the email server’s allow list, see Allowing Venzeo through your company network.
- Record a test report with the tag in the Venzeo™ mobile app.
- Check the person’s inbox. The alert arrives once the report reaches Venzeo™.
Why it happens
Alert emails are generated automatically and sent from a no-reply address. Mail servers and mailbox filters can move such emails to spam or block them until the sender is on the allow list.
Still not working?
Open the Manage notifications page and look at No. of notifications sent in last 30 days. The figure goes up for every alert email Venzeo™ sends.
Write to support@venzeo.com with the person’s email address, a link to the test report and whether the figure went up. Venzeo™ support can check whether the receiving mail server rejected the email.