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      Why is my email suppressed?

      Troubleshooting Account Email Suppression: Resolving Email Delivery Issues

      Overview

      You may have received a message notifying you that we’ve had trouble delivering emails to your email address due to an issue with your email provider. As a result, we’ve temporarily added your email address to our suppression list to comply with anti-spam regulations. Please note, this is not an issue with our system, but rather a problem related to your email provider or settings. This guide will help you understand the potential causes, how to resolve the issue, and steps to prevent it from happening again.

      You may need to contact your IT department about this issue, passing them this article and the error message we've provided.

      Our goal is to ensure that you continue to receive important communications without disruption. By following the troubleshooting steps below, you can quickly resolve the problem and unsuppress your email address.

      Why Was My Email Suppressed?

      Your email address was suppressed because we encountered delivery issues with your email provider. Below are some of the most common causes:

      1. Temporary Server Outages: Your email provider's servers may have been temporarily unavailable, preventing emails from being delivered.

      2. Mailbox Quota Exceeded: If your mailbox was full, new messages couldn’t be delivered.

      3. Email Misconfigurations: Incorrect settings on your email account, such as misconfigured email forwarding, might block our messages.

        1. It is common that for accounts to have an forwarding alias stop working after the destination account becomes inactive, e.g. a user leaves the organisation.

      4. Spam Filters: Your email provider may have flagged our messages as spam, automatically preventing their delivery.

      5. Email Bouncing: If your email address repeatedly returns errors (e.g., a full inbox or invalid address), it may trigger automatic suppression.

      6. Domain Blacklisting: Your email provider may have temporarily blacklisted our domain, causing emails to be blocked.

      7. Security or Anti-Spam Policies: Certain email providers may block incoming mail due to stricter security protocols, anti-spam measures, or domain reputation checks.

      How to Resolve the Issue

      Follow these steps to resume receiving emails:

      1. Check for Email Provider Issues:

        • Visit your email provider’s status page or contact their support to see if there are any ongoing issues with their services.
        • Verify that your inbox has available storage and isn’t full.
        • We provide the error message returned by your provider, googling the issue may yield a solution.

      2. Check Your Spam Folder:

        • Review your spam/junk folder to see if any of our emails were incorrectly marked as spam. If they are, mark them as “Not Spam.”

      3. Adjust Your Email Settings:

        • Whitelist our email address: Add our address to your safe sender list to prevent it from being blocked in the future.
        • Review filtering rules: Ensure that no rules are set up that automatically send our emails to junk or block them.
      4. Test Sending to the Address
        • Try sending an email to the problematic email address using another email to make sure it is working correctly.

      5. Unsuppress Your Email Address:

        • Click the "Unsuppress" button to immediately remove your email address from the suppression list. This action takes effect immediately, and you should start receiving emails right away.
        • If the issue persists and your email is suppressed again, it could be re-suppressed and take up-to 24 hours to re-appear as suppressed in the dashboard.

      6. Review Blacklist/Firewall Settings:

        • If you’re using a corporate email or security service, check to make sure our domain is not blacklisted or blocked by a firewall.

      Sending Details

      Our booking systems currently uses the following sending domains:

      • spacetoco.com - Staff & support emails, ip ranges are not fixed
      • mg.spacetoco.com - Automated system emails, using the following IP addresses:
        • 143.55.226.51

      If the Issue Persists

      If you’ve reviewed the possible causes and are still encountering issues:

      • Wait for 24 Hours: Sometimes the issue may have been caused by temporary factors. If your email address is suppressed again, allow up to 24 hours for the system to sync and reassess the situation.

      • Contact Your Email Provider: If you cannot identify the problem, it may be necessary to contact your email provider to investigate further.

      • Change Email Address: If the issue is with a specific emails address/mailbox, you can try creating a new one and changed the email in your SpacetoCo account settings. You can read more on how to do this here.

      Viewing the Notifications Sent Whilst Suppressed

      We cannot attempt to resend all the notifications that failed to send whilst your email was suppressed, as the flood of emails to a single address would also go against  anti-spam regulations.

      You can however view the generated notifications from within the dashboard, under the corresponding item's activity feed, you can also resend individual emails from this preview.

      Preventing Future Suppressions

      To avoid future suppression of your email address, follow these tips:

      • Monitor Your Inbox: Regularly check to ensure your inbox has enough space and is receiving emails properly.

      • Add Us to Your Safe Senders List: Whitelist our email address so future communications are not blocked or marked as spam.

      • Update Your Email Address: If you're using an old or inactive email address, consider updating your contact information to ensure reliable delivery.

      • Check Domain Policies: If you use a custom email domain, verify that your provider’s anti-spam settings and domain records (like SPF and DMARC) are properly configured.

      If you continue to experience issues, feel free to reach out to our support team for additional help. We want to make sure you don’t miss any important communications from us!