Occasionally, a user may report that they are not receiving email notifications from Outlign, even though other members of the same workspace are receiving them normally.
One common cause of this is when an email address has previously bounced.
A bounced email typically occurs when our system attempts to send a message but the receiving mail server returns an error indicating the email address could not be delivered to. This can happen for a few reasons, such as:
The email address temporarily not existing at the time the email was sent
The mailbox being unavailable or rejecting the message
A temporary configuration issue on the receiving mail server
When this happens, the email address may be automatically added to a bounced list. Once an address is on this list, the system will stop attempting to send further notifications to that address to avoid repeatedly sending to an address that appears invalid.
If a user is not receiving notifications and junk/spam folders have already been checked, the email address may need to be removed from the bounced list.
This is something our support team can help with.
Simply reach out to the Outlign support team and we can investigate the issue and, if required, remove the address from the bounced list so notifications can resume.
If you're unsure whether this is the cause, feel free to contact support and we’ll be happy to take a look.
