Forum Discussion

ChrisNewsome's avatar
ChrisNewsome
Qrew Captain
5 years ago

1 user never receives subscribed emails

Hello, I have 1 user who never receives email subscriptions from the various reports we look at weekly. I have verified that his email address functions properly, but any email coming from notify@quickbase.com he never sees. I have even went so far as to set up that address as a filter for him - automatically marking it as important and never sending it to spam or junk. (I just checked the junk / spam folders this morning, his email address is not receiving anything from quickbase)

The thing is, the email never gets to him. It's as if quickbase just never sends it to him. Is there another setting in quickbase somewhere that would prevent that? He is the owner of the company and has a role assigned to him that is unique... i.e., he is the only user in that role - not sure if that matters. I am the only admin and I receive the reports as expected. We look at weekly reports and everyone else on the subscriber list receives the reports just fine. I am really banging my head on the wall with this one.

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Thanks,
Chris Newsome
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NotificationsEmail
  • EvanMartinez's avatar
    EvanMartinez
    Quickbase Staff
    5 years ago
    Hi Chris,

    I'm sorry to hear you are having so much trouble finding out if your user is getting blocked from receiving a subscription. I'm curious has he ever received any other emails from QB like notifications from applications? With that kind of issue I would suggest reaching out to our Care team, they can search to see if emails are indeed triggering on our end and dig into what is going on if they aren't triggering to send out of our system. That can help figure out what part in the process of your user getting this subscription is breaking down.

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    Evan Martinez
    Community Marketing Manager
    Quick Base
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    • ChrisNewsome's avatar
      ChrisNewsome
      Qrew Captain
      5 years ago
      Thanks Evan, I have opened a support case. I was hoping I might just be missing something.

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      Thanks,
      Chris Newsome
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  • JimHarrison's avatar
    JimHarrison
    Qrew Champion
    5 years ago
    Hi Chris,

    We are seeing this problem too. I opened a support ticket last week and haven't heard back from them since Friday. They sent a test email and it never arrived so we know there is a problem. I also had our IT check the incoming mail server and was told nothing from notify@ hit that users email account. Other Users received the email so it's not consistent.

    Regards,
    Jim

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    Jim Harrison
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    • ChrisNewsome's avatar
      ChrisNewsome
      Qrew Captain
      5 years ago
      Support got right back to me this morning. Here was the explanation:
      {user's} email address had wound up on our mail provider's suppression list, so he wasn't getting sent anything. I've removed him from that list, so he should be able to receive notifications now.

      I haven't verified that it's fixed yet, but when I do I will let you know. Not sure why that particular email address was on a "suppression list."

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      Thanks,
      Chris Newsome
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      • JimHarrison's avatar
        JimHarrison
        Qrew Champion
        5 years ago
        Chris,

        I'll have to check with IT and see if that is the case for us too.

        Thanks,
        Jim

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        Jim Harrison
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