Email Delivery standards over the past few years have increasingly hardened as more Mail Exchanges (MX) start to enforce security protocols that prove domain ownership and improve email trust and reputation.
If you are experiencing issues with email delivery from Employee Navigator, please contact our support team. We may also need additional information from you, as well as a contact with your IT staff and/or DNS administrator.
Here are some of the common issues that may prevent receipt of emails from Employee Navigator:
- Employee Navigator’s mail server or domain being flagged on a mail exchange authority blacklist. We actively monitor our domain’s reputation and mail server for blacklist activity, but clearing a flag can take up to 24 hours.
- A change in your email provider or DNS provider. When this happens, you may need to update your SPF, DKIM, DMARC, and TXT records to prove domain ownership so that your email does not fail these checks. You can check your MX and DNS records using a free tool called MX Toolbox: https://mxtoolbox.com/SuperTool.aspx#
- 3rd party intermediary anti-spam services such as Outlook Protection, Sophos/Reflexion, etc. can block email delivery without informing you or the sender. It is important to check with your IT team to see if you are subscribing to any of these anti-spam services that will block our emails before they arrive at your Mail Provider. Sending us the last-received email in an attachment is helpful in determining if delivery issues are due to a 3rd party anti-spam service.
End-users can assist in improving Employee Navigator’s email reputation with their mail exchange providers by doing the following:
- Checking their spam folder and marking any emails they requested or expected from employeenavigator.com as “Not Spam”
- Open any emails they requested or expected from Employee Navigator so that our overall open score improves, which also improves our spam core
- Contact their email administrators directly and request emails from @employeenavigator.com be allowed and marked “Not Spam”
- Wait up to 1 hour for emails such as Password Resets to be delivered and check your Spam/Junk folders until our current email deliverability issues are resolved.
Here are some useful links for your IT staff and DNS administrator that can help you troubleshoot, resolve and stay ahead of email delivery issues.
- MX Toolbox Supertool. https://mxtoolbox.com/SuperTool.aspx# Checks your public DNS records for completeness/accuracy, domain reputation, and blacklist status among other very useful tools.
- DMARC.ORG. https://dmarc.org/ Gives a background on what DMARC is and why it is useful. The resources page also lists guides on how to implement DMARC as well as SPF/DKIM for your domain and mail server.
- O365 Admin Center, Exchange Admin. If you use O365, Exchange, or 3rd party email service, you should have access to a portal that allows you to view quarantined emails, whitelist specific email addresses, or even specific IPs or hostnames.
- If you use any 3rd party mail provider like O365 Exchange, Mailchimp etc. they will provide DNS entries on their support pages that your IT staff will need to include in your DNS records to prove domain ownership and mail exchange authority.