Email Deliverability and Spam Filters

Email Deliverability and Spam Filters

I'm not receiving emails from Teamgage

Here are some things you can try:
  1. Have a look in your Spam/Junk folder (See below for how to fix this).
  2. Login to Teamgage and send yourself a Test Email.
  3. Check that the email address on your Teamgage account is correct. Pay attention to:
    1. punctuation, capitalisation and especially hyphenation
    2. nickname vs full name
    3. your organisation's domain (the part after the @ symbol)
  4. Do you have multiple inboxes or email aliases for your organisation?
  5. Are you using the Teamgage app for Microsoft Teams? If so then you will receive Teamgage messages in your Teams chat, instead of by email.
  6. Ask your Teamgage Admin to check for undelivered or bounced emails.

Why are my Teamgage emails in my Spam/Junk folder?

Teamgage sends email notifications in a secure and reputable manner, but even the best plans sometimes go awry. From time to time, legitimate email is incorrectly treated as "spam" or junk email. This is called a "false positive".

Most organisations put all email they receive through a spam or security filter. This is considered good practice, but has some caveats:
  1. Some filters can be overly aggressive and need fine-tuning.
  2. Many filters use "blacklists" from third-parties, which may be unverified or change unpredictably.
  3. Email filters are complex and may be misconfigured.
  4. Some users may incorrectly flag legitimate email as spam, which can change the filter's behaviour.
Telling the "good guys" from the "bad guys" is a tricky business, and even the best spam filters will often get it wrong. That's why most spam filters have forms for reporting "false positives".

How can I fix it?

In most cases, only your organisation's IT staff can control your email filter, because your email account is managed by your IT department.
You can start by reporting a "false positive" to your organisation's IT support desk.
Teamgage recommends that IT departments perform Email Whitelisting. When done correctly, email whitelisting ensures that email from Teamgage will never end up in the spam/junk folder.
More information is available on the Email Whitelisting - Technical Guide.

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