When a user, sub-admins, or admin is no longer getting email notifications from eSPACE even when their email notifications are enabled, it may be that their email notifications are being suppressed. Any admin in the account can check to see if this is true and also fix the issue, see more below.

Why and How Emails Stop Going to Users

  It's important to note that when eSPACE sends messages that get bounced by the end user's email server (or are otherwise rejected), that can result in legitimate messages getting treated as junk or spam.  However, eSPACE has no control over when and why an email server suddenly started to bounce/reject or spam emails from eSPACE. 

All possible scenarios:

• Bounces: If an email can’t be delivered, it’s marked as a “bounce,” and the address is suppressed to avoid future failures.
• Blocked:  If an organization's IT has blocked notification emails from eSPACE, or if a user inadvertently blocked the welcome email that was sent.
• Spam Reports: If a recipient marks eSPACE messages as spam, our sending address is added to the list to comply with anti-spam laws.
• Invalid Emails: Addresses that are syntactically incorrect get suppressed.
• Account Not Set Up:  If the recipient’s email has not been set up yet by the organization's IT, or because a user was created in eSPACE before the email address was created by the organization's IT

While admins can "clear the bounce" and remove them from the suppression list, this will only fix the issue for upcoming email notifications and not start to send previous emails that were blocked. 

How Admins Can Fix Bounced Emails

Option A.

Go to the left navigation bar > Settings > Basic > Users, then choose to edit a User (one that had a suppressed email), and take note of the following:

1. The warning lets you know this user's email notifications are not being sent.  Additionally, if you hover over the , you will be shown the Reason the email was suppressed.
2. (What does this mean?) provides a more in-depth explanation of Suppressed Emails
3. Click and you will quickly remove the user's email address from the list of Suppressed Emails

eSPACE will run a check each night against our email provider to update the emails that are suppressed

Option B. 

• Go to the left navigation bar > Settings > Advanced > Notifications

• Once clicked, you will see the Notifications Page with all notification emails that have been generated from eSPACE to all users.  

• Click the button Suppressed Emails

• From this page, you can click  for each email address listed
• If necessary, you can copy and forward the Reason listed to your IT team.  Before you click Remove From Suppression List, be sure to resolve the reason.  Otherwise, the email will be back on the Suppression List. 

• eSPACE will run a check each night against our email provider to update the emails that are suppressed