Customers Not Receiving Emails

Overview

This tutorial reviews steps to take when a customer reports that they did not receive an email sent via Wise Option.

Estimated Time to Complete – 5 Minutes

Instructions

Video How-To

For visual learners or those who prefer step-by-step guidance, we offer a concise instructional video below.

<Video Coming Soon>

Set-By-Step Guide

1. Confirm the email was sent by checking the customer communication log

2. Confirm the email was sent to the correct customer email address and that the email address is valid

3. Send a test email from Wise Option to your own public email (e.g., Gmail, Yahoo, AOL, Hotmail). If received, the issue likely lies with the customer.

Here's a troubleshooting checklist for your customer:

1. Search for the Email:

   • Check the recipient's spam/junk folder for the email.

2. Perform a Full Search:

   • Utilize the search function with terms such as "invoice," or other relevant keywords.

3. Examine Email Filters:

   • Investigate whether filters/rules are moving or deleting emails without being noticed.

4. Safe Sender Lists:

   • Add [e-mail] to the safe sender list or contacts.

5. Blocked Senders:

   • Ensure [e-mail] is not listed under blocked senders.

6. Insufficient Space:

   • Make certain there is sufficient space available in the mailbox.

7. ISP or Corporate Email Filters:

   • Consult with the Internet Service Provider (ISP) or corporate IT department for whitelisting requirements.

8. Multiple Device Verification:

   • Verify receipt of the email on another device or through the web interface.

9. Email Forwarding:

   • Confirm proper functioning of email forwarding rules.

10. Email Setting Reviews:

    • Check for settings like "focused inbox" or "promotions tab" which might affect delivery.

11. Temporary Email Outages:

    • Be mindful of any known issues with the email provider.

12. Typographical Errors:

    • Double-check the accuracy of the provided email address.

13. Update Email Address:

    • Ensure the provided email address is current and accessible.

14. Security Software:

    • Evaluate antivirus or security software settings that might interfere with email delivery.

Keep in mind that while this checklist addresses most common issues, unique scenarios may necessitate assistance from Wise Option support. Maintain an ongoing dialogue with the support team for additional help.

Resources

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