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Aimably Documentation > Troubleshooting > Users Are Not Receiving Emails from Aimably
ROLE-BASED ACCESS NOTE: The features and functionality described in this article require the assignment of the Admin user role to your user account. Without this role assigned, some or all of the functionality may not be available to you.
Aimably delivers critical business information via email to your users. It is important to ensure that emails are being properly delivered to your users. This guide will help you diagnose the cause of email deliverability issues and resolve them. There are three common causes of the issue: incorrect email address, inbound email filtering, and outbound email filtering by Aimably.
Step 1: Ensure Email Accuracy
Step 1: Ensure Email Accuracy
Emails are used to sign in to Aimably, so it can be helpful to ask the user to login for you to first verify whether the email is inaccurate. If they're having trouble signing in, the email in their user profile is probably incorrect.
To verify an email address for yourself or another user, open the Configure navigation menu group and select the Manage Users option.
Next, find the user in the user management list and examine their email address closely. In particular, look out for common typos or incorrect punctuation. You may need to use the search box in the top right to find the particular user if you have a large number of users.
If you discover an error in the email address, click on the pencil icon on the end of the row of the user to pull up the user profile and make a change.
Remember to notify your user after the change has been made so that they will be able to properly sign in to Aimably.
Step 2: Check for Inbound Email Filtering
Step 2: Check for Inbound Email Filtering
If all the users at your company are having difficulty receiving emails from Aimably, there is likely an issue with your IT team's inbound email filtering. In this event, you will need to submit a request to the IT team at your company to perform a 'whitelist' of all emails originating from @aimably.com. If all team members are not receiving emails, request confirmation from the IT team that the whitelisting has been performed before contacting Aimably for additional assistance.
If only one or a few users at your company are having difficulty receiving emails from Aimably, please have them search their inboxes (including Spam and Trash) for emails originating from @aimably.com. If they find any emails from Spam, please consult with the help documentation of their email client to adjust the filtering rules in place. This will ensure any custom filters created by the user are not affecting their ability to receive emails from Aimably.
Step 3: Request that Aimably Perform an Outbound Email Filtering Query
Step 3: Request that Aimably Perform an Outbound Email Filtering Query
From time to time, Aimably's third-party email deliverability engine may block delivery to certain users' email addresses due to a wide variety of best practice logic implemented by the third party. An Aimably administrator or user may submit a support ticket to Aimably to verify whether a specific email is being filtered by Aimably at the sender level.
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