Troubleshooting: Email Notifications

Troubleshooting: Email Notifications

This article provides basic troubleshooting options in the case that you are not receiving emails from Microvellum's cases portal system.

When one has notifications or emails from the Microvellum cases portal or support system that are not visibly in one's inbox (such as a password reset on your account), the most common cause for not receiving the email is that the email address [email protected] has not been added to your contact list, and the email is thus being automatically flagged and sent to your junk mail folder.

Fig. 01- Microvellum Portal email under the "Spam" folder in Gmail.

The steps to marking messages and accounts as safe differs between various different email services, but are generally the same in steps:

Gmail
  1. Open Gmail.
  2. Go to the "Spam" folder.
  3. Find the email from [email protected]. 
  4. Open the email.
  5. Click on the "Not spam" button at the top.

Outlook
  1. Open Outlook.
  2. Go to the "Junk Email" folder.
  3. Find the email from [email protected].
  4. Right-click on the email.
  5. Choose "Mark as not junk" or "Not junk."

Yahoo Mail
  1. Open Yahoo Mail.
  2. Go to the "Spam" folder.
  3. Find the email from [email protected].
  4. Select the email.
  5. Click on the "Not Spam" button.

Apple Mail
  1. Open Apple Mail.
  2. Go to the "Junk" folder.
  3. Find the email from [email protected].
  4. Right-click on the email.
  5. Choose "Move to Inbox" or a similar option.

Fig. 02 – "Mark as not junk" and "Add to Safe Senders".


Other Email Services
For other email services, look for options like "Not spam," "Move to Inbox," "Safe Senders," "Whitelist," "Allow List" or similar terms in the spam, junk folder, or settings.
After you perform these actions, future emails from [email protected] should go directly to your inbox instead of the junk or spam folder. Keep in mind that specific steps might vary based on your email service provider or updates to email services, so consult your email provider's support documentation for the most accurate instructions.

Adding to Contacts and Whitelisting

Fig. 03 - "Add to Contacts" on Gmail.

For an extra precautionary measure, it is heavily advised to add [email protected] to your contact list as well, to ensure that no other emails or messages regarding your account or case are flagged as spam or junk in the future. Depending on the email service provider you use, you may need to add mailjet.com, Microvellum's email server domain, to the whitelist.  Most commonly you can do this by accessing your email server’s services settings and find the option to add a domain to the safe sender list and add mailjet.com to that list.

What if I continue to have issues despite following the above?
If there are no emails from Microvellum present in the Junk or Spam folders, and the above steps do not apply, it may be prudent to ensure that the email address entered while registering your community account is the correct address.

Community members can access this information by selecting your name in the upper right corner of the Microvellum Community portal. From the resultant pop-up, select Profile.

Fig. 04 – Profile access.

Then, select Manage Profile.
Fig. 05 – Manage Profile.

The contact email associated with the account is found in the Contact Information section from the Profile Details page. If this email is incorrect, select Edit Profile and enter the correct email before saving.

The above steps for resolving this issue might vary based on updates or differences between email services or email service provider used, so be sure to check your email service documentation. In the event you continue to have issues locating emails from Microvellum, reach out to your email service provider's support for assistance. They may be able to provide insight into why your emails are being blocked. 

For information regarding creating a support case, see Creating a Support Case.

For information regarding managing notifications, see Subscribe to & Manage Notifications.


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