Steps to Check When Emails Are Not Received

The items to check differ depending on whether the issue of undelivered emails is occurring on a large scale or only for a few individuals.

1. When emails are not delivered to a few individuals

Please check items (1) to (3). If the issue is not resolved, contact Customer Support.

(1) Check if the recipient is listed in the List of Notification Errors

For how to check, refer to Check List of Notification Errors.

(2) Check your spam folder and email settings

If a personal email address is being used, the email may have been marked as spam.
Please check whether the following sender domain has been marked as spam.

Sender domain: mail.motivation-cloudapp.com

(3) Resend the email and check if it can be received

Please refer to the steps below to resend the email and check whether it can be received.

• (Engagement Survey) Resending Answer Invitation Email and Survey Reminder Email
• (Focus Survey In Progress) Resending Survey Invitation Email and Survey Reminder Email

2. When emails are not delivered to many individuals

Please check items (1) and (2). If the issue is not resolved, contact Customer Support.

(1) Check the registration status of your mail server’s whitelist

Please check whether the following IP addresses or sender domain are registered in your company’s mail server whitelist. If they are not registered, please add them to the whitelist.

• IP Addresses
  ① 167.89.41.227
  ② 167.89.36.193
   
• Sender Domain
  ① mail.motivation-cloudapp.com

<Caution>

The IP address registration mentioned here is different from the IP address registration used to restrict access to Motivation Cloud Engagement. For more details, see What is an IP address?

(2) Check the volume of sent emails

Confirm whether your server can receive up to approximately 600 emails per minute from a specific server. If this limit is exceeded, adjust the email sending speed to a receivable rate.