Platform emails aren't arriving

Expecting a survey invitation, reminder, rater request, secure login link, or receipt that never came? They all arrive by email — and when a company mail filter blocks them, participation stalls before it starts.

What to allow-list

All platform email is sent from one sender through one dedicated IP:

• Sender address: [email protected]
• Sending IP address: 149.72.115.247

Ask your IT or email security team to allow-list both — the sender address and the IP — in your mail gateway and any downstream filtering (spam quarantine, link rewriting, safe-sender policies). Do this before launching a survey or 360 batch, not after.

Symptoms of blocked email

• Participants say they never received a survey invitation.
• Secure login links never arrive, so users can’t sign in — see Use a secure login link.
• Reminders go out from the platform but response rates don’t move.

If any of these show up, blocked or quarantined email is the most likely cause.

Troubleshoot a missing email

1. Ask the recipient to check their spam or junk folder for mail from [email protected].
2. Verify the recipient’s email address is spelled correctly in the platform. A typo means the message went somewhere else — or nowhere.
3. Ask IT whether the message was quarantined by the gateway. Give them the sender address and IP above.
4. Once the allow-list is in place, resend the invitation. See Open a survey or rating from an email invitation for what participants should expect.

For survey admins

If a whole domain is affected, fix deliverability first, then resend to the participants who missed the invitation — see Resend, reset, or remove a participant and Send reminders.