Here are some things to check if you are not receiving email, especially if someone else on your roster is receiving email, so you can confirm it is being sent.
Linked User Confirmation
If you are missing a message sent by someone to a group (as opposed to an automatic system notification), make sure you are set up correctly as a Linked User for a participant on a roster.
That is covered in detail here: Who can manage a participant's information and receive emails relating to them.
If you know of a specific message you should have received, ask an administrator at your organization to confirm you were on the original distribution list.
Account Settings Issues
If you are set up properly as a linked user, check your Account Settings by pressing your user icon in the upper right.
- Verify your email address is the one you expect and does not have a typo.
- Confirm your preferences, if you are only missing some types of notifications. We allow you to disable some types of notifications, in case you are not interested in them.
- Verify there is not a message that the system has encountered an error sending to you. Errors can be from your email provider or if you have marked a prior message as spam.
If you have a typo or notice a communication preference is not what you want, you can edit your Account Settings to fix them.
If there is a message about delivery problems, it means we have received a fatal error about your account from your email provider or you have flagged a prior message as spam. Both prevent us from sending you future email.
You can email support@squadfusion.com to resolve it. You must send an email from the email address on your Account Settings.
Settings on Your Email Account
If all the above look correct (everything is set up for linked users, no errors on your account settings, and you were on the distribution list), you will need to take action with help from your email provider.
Behind the scenes, SquadFusion delivers messages to email providers, and the providers report whether they accept the message. If they reject it, your Account Settings will be updated to reflect we cannot deliver email to you.
Once they accept delivery, though, we lose visibility to the message. There is no way for us to determine why it does not reach your inbox once your email provider takes ownership of the message.
Some email providers employ various automatic filtering options. Their default settings may prevent the messages from reaching your inbox, and they may not even reach your spam folder.
You can search your email settings for filters and trusted senders, as well as adding the notifications email address to your contacts. But ultimately, you may need to contact your email provider's support or your IT department if you are using a work email address.
Sender email address and domain
SquadFusion has a default email address which you may need to add to your email settings in some way. It is notifications@squadfusion.com
However, many of our organizations configure their websites so messages come from a different email address, on their domain.
If you have access to a recent message (by directly receiving it or having someone forward it to you), you can see who the "from" email account is. If you do not have that, you can ask an administrator whether they are using a custom email to send notifications.