If a User says they did not receive their portal activation or password reset email and your portal's Email Log shows the message as delivered, please contact us at support@channeltivity.com.
Why would the Email Log show the email was delivered if the User never received it?
We use a cloud-based email provider, SendGrid, to ensure all emails from your partner portal get delivered properly. However, some email servers have rules in place that prevent certain types of emails from reaching their recipients' mailboxes.
When this happens, we recommend you (or your partners) whitelist our sending address: app@channeltivity.com and mail IP addresses. Learn more about this topic here: From which IP addresses and email addresses does Channeltivity send emails?.
If whitelisting does not resolve the issue, please let us know by submitting a ticket to support@channeltivity.com, and we will schedule a call with the User's Email Administrator/ IT Team to troubleshoot.
Related Documentation:
- What is the Email Log and how do I use it?
- From which IP addresses and email addresses does Channeltivity send emails?
- How does Channeltivity send emails?