Why aren't I getting email notifications?

  • Question
  • Updated 3 years ago
  • Answered
I used to get email notifications for new topics within the company I work for, and I'm not anymore. What could be the issue?
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Morgan Sherwood

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Posted 4 years ago

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Our Company: http://getsatisfaction.com/4-h

We are receiving complaints from our users that they are not receiving email notifications when company updates are made, when responses are posted to their questions, and when they click "I have this problem, too" they also receive no follow-up information. Is this a known issue; or could you please offer a solution? Thank you!

This reply was created from a merged topic originally titled
E-Mail Notifications are NOT being received by many users, and their settings are correct?.
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wjack2010

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I'm no longer getting email notifications of when new comments are added.

This reply was created from a merged topic originally titled
Not getting notifications.
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Michael

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I noticed I had a reply to one of my questions that I had posted about a week ago, I am just wondering why I did not receive an email telling me this? My email preferences are set so I will receive these notifications but I got nothing... why?

This reply was created from a merged topic originally titled
Not receiving notifications.
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PM

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i notice that today i receive emails on new qustions that our customers have submitted yesterday. Does it usually take this long for us to receive an email after a customer posts a question? http://getsatisfaction.com/up2drive

This reply was created from a merged topic originally titled
Is there a delay in "New Question" notification email?.
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OneWorld

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I'm getting most of my notification e-mails (for topics I'm following), but for some reason, the odd one is not coming through ... I've checked my spam folder, etc. and that's not the issue. I think it may have to do with topics getting merged?

Here's one example:

http://getsatisfaction.com/mojang/top...

I'm "following" this topic, but I'm not getting any update e-mails. The link looks a bit strange... perhaps that's part of the clue as to the problem.

This reply was created from a merged topic originally titled
Not receiving some e-mail notifications for updates to topics.
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Jan

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Email notifications still not working! Posted in another thread which was archived...

This reply was created from a merged topic originally titled
Email notifications still not working!.
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Stephen

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I am a regular user @jolicloud. Zak Kaufman, an official rep tells me he doesn't get email notifications from you of new posts/replies as he's "blacklisted" & has contacted you re this several times with no resolution?!!? Can you explain please? Best

This reply was created from a merged topic originally titled
Email notifications.
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FM_Jarnis

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Stopped receiving email notifications - have received some of them, but not all. Got one 31st of October, one before that on 29th of September and normally before that. There were at least a dozen new entries that I should have been email notified about that I found out only much later. And yes, my notification settings are just fine.

This reply was created from a merged topic originally titled
I'm not receiving email notifications.
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Jeff

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I am not receiving any email notifications. I have checked my junk folder too, nothing. Is there something on my end I should be doing?

This reply was created from a merged topic originally titled
I am not receiving any email notifications..
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wjack2010

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I'm no longer getting email notifications of when new comments are added.

This reply was created from a merged topic originally titled
Not getting notifications.
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Morgan Sherwood

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Official Response
If you aren't receiving any email notifications, there are a few things you'll want to check.

First: Check to make sure your notifications are set correctly.


  1. Click on your username in the upper right hand corner

  2. Click on "Email & Notifications"

  3. Scroll down to the "Company notifications" section and make sure the appropriate boxes are checked


Second: Check your spam folders and mail filters.

This one may sound silly, but believe or not even I've set a mail filter and forgotten about it.

Third: Check with your IT department to make sure they're allowing mail from getsatisfaction.com

If you're an employee of an active community, and are set to receive all new topics via email, that could add up to a lot of email. If this is the case, it never hurts to check with your friendly IT person to be sure.

If all that looks correct, post a message here.

We have a handful of items that we can check on our side, like seeing if your email address is on our bounce list or if our email notifications are backed up and we'd be happy to check on these items for you.
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Gabe Coyne

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I followed all the steps and am not getting anything. I even tried clicking Verify email in my account settings and didn't get an email from that.
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Ki, Champion

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Hi Gabe. I'd encourage you to check your spam filters again or check with your IT person. I just checked our account that generates notifications, and confirmed that emails have been send to your account, including that verification email, which I show as being sent to your email 16 minutes ago with this Time/Date stamp: Mon, Apr 11, 2011 at 3:17 PM. Can you run through that process again, please?
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Nick Newell

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Hi Ki, I have the exact same problem. I even tried with my gmail account (presuming I woudl avoid a potential corporate email filter), and have not received one from there either.
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Ki, Champion

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Hey Nick - I assume this was sorted out, but can you please let me know if you're still having trouble?
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Lennart Goedhart

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Our employees are no longer getting mail notifications. Our mail server was down for a while, so I suspect the email addresses have been added to a "Do not send" list. Adding other email addresses to aliases works fine, just not their original e-mail addresses.
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Adam, Champion

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Hi Lennart. I'm going to contact you directly so we can work toward getting this resolved.
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Rachel James

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Hi,

I've noticed that I'm only getting intermittent notifications from Get Satisfaction. Some topics are being sent, but others aren't. It sounds like this is happening to other O'Reilly Media employees. This seems to be a recent problem, I've only noticed it in the last two weeks or so.

Because this is intermittent, it seems unlikely that it's a filter on our end. I've confirmed that Get Satisfaction emails are not being filtered into junk mail.

Here are my email settings:


Can you check this out and see why O'Reilly Media employees are not getting all notifications? Also, we're concerned that customers may not be getting notifications when we respond.

Thank you,

Rachel James
O'Reilly Media
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Ki, Champion

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Hi Rachel. I did check our list of bounced domains and found one of your email addresses. I'm going to contact you directly so we can sort out what's happening and so I can tell you the delivery failure message that was generated by your email address.
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Parker

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Hi!

I work on the ReverbNation forum, and for the past few days I have not been receiving my email notifications. Usually when someone responds to a thread in which I have posted, I receive a notification email, but this has not been the case recently.

This reply was created from a merged topic originally titled
Missing Notifications.
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Amy

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Hello- We have changed our support tools to better serve you and provide more comprehensive e-mail support. As a result, we are no longer using the GetSatisfaction community area. Please visit http://support.payvment.com/ for further support. Thanks.
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Ki, Champion

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Hi Amy. It looks like you're wanting to archive a community, is this the case?
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Amy

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Hi Ki- Thanks for reaching out. Can you please email me at acagle (at) payvment (dot) com? Thanks.
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Crackle

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All my settings are correct and nothing has changed and I was receiving email notifications as an admin for everything and these notifications have stopped. Can you please fix this?
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Ki, Champion

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Hi Crackle. I just checked your account and it looks like one of the email addresses associated with your account has been added to our bounce list. I've removed it and you should start receiving those notifications shortly.
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Amy

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Thanks for posting. We have changed our support tools to better serve you and provide more comprehensive e-mail support. As a result, we are no longer using the GetSatisfaction community area. Please visit http://support.payvment.com/ for further support or email support (at) payvment (dot) com. Thanks.
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Ki, Champion

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Hey Amy. Not sure you meant to post here.... Are you wanting us to post that message in the overlay for your community?
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AcuRite Jenny

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HI, I have been receiving all of my notifications without a problem up until yesterday. Since then I have not received any new post or comment notifications. My settings have not been changes. Any ideas?
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Crackle

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This happened to me as well. Ironically the only notification I received was this one but non from my community
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Ki, Champion

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Hey Crackle. Sorry I missed this earlier - are you still missing notifications?
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Crackle

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Yes it appears so.
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Ki, Champion

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Can you post a link to a topic that you should have received a notification for and haven't?
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Crackle

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there have been quite a few but I really don't have time to do that now
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Danit Finegold

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Hey there,
Got the same issue. I posted a reply to one of our posts a few hours ago and it's got an additional reply now. Didn't get any notification about it. My setting didn't change since the day I registered and I usually get notification for anything that occurred on our Get Satisfaction site.
Would love to get some help,
Thanks!
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Ki, Champion

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Hi Danit. So is the issue you're experiencing that you posted a reply that's not visible, and you didn't receive a notification? Can you please post a link to the topic so I can take a look?
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Danit Finegold

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Sure. This is the post - http://getsatisfaction.com/billguard/....
I've posted a reply about 10 hours ago. 2 hours later, the user also posted a reply. Another employ that usually also notifications *did* get a notification about this one. I didn't (checked also in All Mail box).
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Danit Finegold

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Hey Ki,
Any news on this one?
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Adam, Champion

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Hi Danit. So sorry for the delay in getting back to you. I checked the email and activity reports from our mail service and your email address is not on a bounce list, and the logs show consistent delivery of notifications to your address. Are you still finding that you are not getting notifications for replies?
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Danit Finegold

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Hey Ki,
I did get a notification to our two latest posts
(e.g. http://getsatisfaction.com/billguard/...)
but I'd still like to understand why I didn't get a notification to the latest response on this post - http://getsatisfaction.com/billguard/....
I learned about this issue when a colleague asked me something about this post by forwarding me the notification he got (and I didn't).
Any idea what could be causing this?
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Danit Finegold

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Still waiting on a response..
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Ki, Champion

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Hi Danit. I'm not sure why you wouldn't have received that specific notification. As I mentioned previously, sometimes email addresses get added to our do not send list when they're bounced from other email servers, and sometimes emails can end up caught in spam filters. I took a look at recent records of emails sent to your address, and everything appears to be in order right now. If you experience missing or delayed notifications again in the future, please let us know and we'll investigate right away.
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Danit Finegold

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I'll do that Ki.
Since it's on very high importance to us, to reply to our customers as quickly as possible, I'd like to be able to trust the GS app to provide accurate notifications.
Thanks.
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Shana

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I have a community user who isn't receiving email notifications. Can you check to make sure she looks fine on your side?

Here's the link to her profile page.

http://getsatisfaction.com/people/wol...

(Remember that we have a private community.)
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Ki, Champion

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Hi Shana. That user hasn't been added to our do not send list, and I do see the emails were delivered to them from our email server both yesterday and today... Are there specific emails they're missing?
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Shana

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They say they're not receiving any email notifications at all. It's got to be an issue on their side then. Thank you for checking your system!
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Ki, Champion

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Of course!
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Ruslan

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For the past 2 weeks i did not receive any of the notification emails (my colleagues did).
Could you check if the emails were sent please?
(all the boxes are checked and spam box is empty)
Thank you
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Adam, Champion

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Hey Ruslan. I'm sorry you haven't been receiving notifications. I checked with our email service, and it looks like your email address was added to a bounce list after several delivery rejections. I've removed your email address from the bounce list, so you should start receiving notifications again. I hope that helps!
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Ruslan

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I think it worked, since yesterday i received one email notification.
Is it possible to do something (on my side) to prevent this from happening again?
Thanks
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Adam, Champion

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Hey Ruslan. One thing you can do is create an email filter for "from: @getsatisfaction.com" and check "Never send it to Spam"
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Whitney

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I double checked that I'm set up to receive emails when anything is posted on our Get Satisfaction community and I am not getting these in my email. Would someone please let me know how I can rectify this?
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Adam, Champion

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Hey Whitney. I'll look into that for you right now.
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Adam, Champion

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Hi Whitney. According to our email service records, we're successfully delivering notifications to your email address. I've gone ahead and whitelisted your email domain just in case. Can you let me know if you get receive a notification for this?
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Whitney

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Adam- Thanks for listening! I did get the notification! Let's hope the changes you made on your end fixed it. Thanks again.
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Whitney

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Adam- I got the original notification but I am not getting any other ones. Can you please advise?
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Adam, Champion

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Hey Whitney. Sorry for the delay in getting back to you. Our email service has recorded only successful deliveries and no bounced messages, so I have to admit I'm a bit perplexed as to what the issue might be. One possible solution would be to sent up a filter in your email program to never send Get Satisfaction emails to spam, but the process for setting up that filter can vary depending on what email client you're using. I'm sorry this is continuing to be an issue for you, and I'll continue to monitor our email service to make sure your notifications are being delivered.

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