Not receiving emails?

Erin Pierce -

Occasionally our customers and clients of our customers have issues receiving emails. There are a few reasons this can happen: 

1) Email Settings: If you or your client are not receiving email notifications you would like to get, the first thing to do is check your email settings to make sure the emails are configured to send. 


2) Spam Folder: If your email settings are correctly configured and you still don't see the emails, check your spam/junk folders. If you find them there, make sure you mark the emails as "not spam" to ensure that they don't continue to get stuck there. 

If you are using Outlook, mark Snapdocs email(s) as "Not Junk":

If you are using Gmail, mark Snapdocs email(s) as "Not Spam":


If our email server continues to deliver to your spam folder, it will eventually blacklist your email domain which means that Snapdocs will stop sending you emails altogether. This requires help from Snapdocs support ( to undo and can affect your domain reputation. 


3) Company Wide Spam Filter: If emails are configured to send and you don't find them in your spam folder, the emails could be getting held up in a company wide spam filter. The easiest way to fix this is to whitelist the domain the emails are coming from. This is likely best done by IT personnel at your company.

Specifically, please make sure to whitelist:
and our sending IP address:


*If you are using Outlook 365 we have a detailed set of whitelisting instructions*


Related articles:

How to Whitelist a domain on Outlook 365

How do I reset my password?

How do I change my email associated with my account?

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