Common Reasons for Unreceived Email Notifications

This article provides some common reasons for unreceived email notifications and how to address them,

Features	Workflow Activity Notifications
Permissions	Workflow activity notifications are available to users who have access to a workflow as participants, through workflow access permissions, or by being @mentioned, which grants them access to that single workflow.

If someone does not receive an email notification, there are a few common reasons:

Problem	Solution
The email address is incorrect	Verify that the email address entered in the launch form is correct. If the wrong email was entered, update the workflow’s properties or documents as needed.
The email went to spam or junk	Check whether the message was marked as spam or filtered into a junk folder. If it was filtered, mark it as safe and move it to the inbox.
Email filters are blocking the message	Verify that the recipient’s mail server or inbox rules are not blocking Ironclad emails. Allow messages from these addresses: admin@ironcladapp.com noreply@mg.ironcladapp.com customerenablement@ironcladhq.com
Email filters are blocking signature requests	Check whether the recipient’s mail settings are blocking messages from your eSignature provider. Add your eSignature platform’s sending address or domain to the allowlist.
You triggered an email to yourself	In Ironclad, notification emails to yourself are skipped when you complete an action that would otherwise notify you next. For example, if you launch a workflow and are also the first approver, you will not receive an approval email for that same workflow.

Common Email Notification Questions

There are a few questions that we are commonly asked regarding email notifications:

Question	Answer
Why can't I @mention a specific user?	Typically, if a user is unavailable to @mention it means they have not been added to Ironclad or have not yet signed in.
Why hasn't a new user received any notifications?	New users do not receive Ironclad notifications until they have signed into the application and completed their profile. This applies to email alias users as well.
I am an existing user and am still not receiving Ironclad notifications.	Please submit a request with our Support Team to see if your email is being suppressed or blocked.
I'm replying to an Ironclad email to post in the activity feed however my reply is not recording in the workflow. Why?	The email address used to send the email must match your Ironclad user email.

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