If a User claims they did not receive their portal activation or password reset email and your portal's Email Log is showing 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 sent from your channel partner portal get delivered properly, but sometimes email servers have rules in place that prevent certain types of emails from going to their recipients' mailboxes. When this happens, we recommend you (or your partners) whitelist our sending IP address 50.31.43.180 (o1.email.channeltivity.com) and sending address:  app@channeltivity.com.  


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.