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[No QA] Update Email-Notifications.md #55976

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95 changes: 51 additions & 44 deletions docs/articles/expensify-classic/settings/Email-Notifications.md
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---
title: Expensify Email notifications
description: Troubleshooting steps for receiving emails and notifications from Expensify.
---
title: Expensify Email Notifications
description: Troubleshooting steps for receiving emails and notifications from Expensify.
---

Occasionally, members may have trouble receiving email notifications from Expensify, including Magic Code emails, account validation emails, secondary login validations, integration emails, or report action notifications.

# Troubleshooting Missing Expensify Notifications

## Issue: The Email or Notification Is Never Received, and No Error Message Appears

Emails can sometimes be delayed and may take up to 30–60 minutes to arrive. If an expected notification has not arrived:

- Check your **Email Preferences** via **Settings > Account > Preferences**. In the **Contact Preferences** section, ensure the relevant notification types are enabled.
- Check your email spam and trash folders, as Expensify messages might be filtered incorrectly.
- Ensure that Expensify emails are not blocked. Add the domain **expensify.com** to your email provider’s allowlist.

## Issue: A Banner Says “We’re Having Trouble Emailing You”

Occasionally, members may have trouble receiving email notifications from Expensify, such as Expensify Magic Code emails, account validation emails, secondary login validations, integration emails, or report action notifications.
Confirm that the email address on your Expensify account is valid, then click the link in the banner labeled **"here."** If successful, you will see a confirmation that your email was unblocked.

# Troubleshooting missing Expensify notifications
![Expensify Email Error](https://help.expensify.com/assets/images/ExpensifyHelp_EmailError.png){:width="100%"}

## Issue: The email or notification is never received, and no message, banner, or additional context is provided
Emails can sometimes be delayed and could take up to 30-60 minutes to arrive in your inbox. If you're expecting a notification that still hasn't arrived after waiting:
- Check your **Email Preferences** on the web via **Settings > Account > Preferences**. In the **Contact Preferences** section, ensure that the relevant boxes are checked for the email type you're missing.
- Check your email spam and trash folders, as Expensify messages might end up there inadvertently.
- Check to make sure you haven't unintentionally blocked Expensify emails. allowlist the domain expensify.com with your email provider.
**If unsuccessful, another error may appear:**

## Issue: A banner that says “We’re having trouble emailing you” shows the top of your screen.
Confirm that the email address on your Expensify account is deliverable, and then click the link in the banner that says "here." If successful, you will see a confirmation that your email was unblocked.
- If the error or SMTP message includes a URL, follow the provided link for further instructions.
- If the message references **"mimecast.com"**, consult your IT team.
- If the message mentions **"blacklist"**, your company may use a third-party email filtering service. Contact your IT team for assistance.

![ExpensifyHelp_EmailError]({{site.url}}/assets/images/ExpensifyHelp_EmailError.png){:width="100%"}

**If unsuccessful, you will see another error:**
- If the new error or SMTP message includes a URL, navigate to that URL for further instructions.
- If the new error or SMTP message includes "mimecast.com", consult with your company's IT team.
- If the new error or SMTP message includes "blacklist," it means your company has configured its email servers to use a third-party email reputation or blocklisting service. Consult with your company's IT team.

![ExpensifyHelp_SMTPError]({{site.url}}/assets/images/ExpensifyHelp_SMTPError.png){:width="100%"}
![Expensify SMTP Error](https://help.expensify.com/assets/images/ExpensifyHelp_SMTPError.png){:width="100%"}

# Further troubleshooting for public domains
# Further Troubleshooting for Public Domains

If you are still not receiving Expensify notifications and have an email address on a public domain such as gmail.com or yahoo.com, you may need to add Expensify's domain expensify.com to your email's allowlist by taking the following steps:
If you use a public email provider (e.g., **gmail.com** or **yahoo.com**), try the following steps:

- Search for messages from expensify.com in your spam folder, open them, and click “Not Spam” at the top of each message.
Configure an email filter that identifies Expensify's email domain as expensify.com and directs all incoming messages to your inbox to prevent messages from going to spam.
- Add specific known Expensify email addresses, such as [email protected], to your email contacts list.
- Search for messages from **expensify.com** in your spam folder, open them, and mark them as **Not Spam**.
- Configure an email filter to direct all messages from **expensify.com** to your inbox.
- Add known Expensify email addresses (e.g., **[email protected]**) to your contacts list.

# Further troubleshooting for private domains
# Further Troubleshooting for Private Domains

If your organization uses a private domain, Expensify emails may be blocked at the server level. This can sometimes happen unexpectedly due to broader changes in email provider's handling or filtering of incoming messages. Consult your internal IT team to assist with the following:
If your organization uses a private domain, Expensify emails may be blocked at the server level. This may happen due to changes in your email provider’s filtering settings. Work with your IT team to:

- Ensure that the domain expensify.com is allowlisted on the domain email servers. This domain is the source of various notification emails, so it's important it's recognized by your company's servers.
- Confirm there is no server-level email blocking
- Make sure spam filters are not blocking Expensify emails.
- Ensure **expensify.com** is allowlisted on your domain email servers.
- Confirm that there is no server-level email blocking.
- Verify that spam filters are not blocking Expensify emails.

Even if you have received messages from our Concierge support in the past, ensure that expensify.com is allowlisted.
Even if you have received Expensify emails in the past, confirm that **expensify.com** is still allowlisted.

## Companies using Outlook
## Companies Using Outlook

- Add Expensify to your personal Safe Senders list by following these steps: [Outlook email client](https://support.microsoft.com/en-us/office/add-recipients-of-my-email-messages-to-the-safe-senders-list-be1baea0-beab-4a30-b968-9004332336ce) / [Outlook.com](https://support.microsoft.com/en-us/office/safe-senders-in-outlook-com-470d4ee6-e3b6-402b-8cd9-a6f00eda7339)
- **Company IT administrators:** Add Expensify to your domain's Safe Sender list by following the steps here: [Create safe sender lists in EOP](https://learn.microsoft.com/en-us/defender-office-365/create-safe-sender-lists-in-office-365)
**Company IT administrators:** Add expensify.com to the domain's explicit allowlist. As each company's setup varies, you may need to contact Outlook support for specific instructions.
- **Company administrators:** Contact Outlook support to see if there are additional steps to take based on your domain's email configuration.
- Add Expensify to your personal Safe Senders list:
- [Outlook Email Client](https://support.microsoft.com/en-us/office/add-recipients-of-my-email-messages-to-the-safe-senders-list-be1baea0-beab-4a30-b968-9004332336ce)
- [Outlook.com](https://support.microsoft.com/en-us/office/safe-senders-in-outlook-com-470d4ee6-e3b6-402b-8cd9-a6f00eda7339)
- **IT Administrators:** Add Expensify to the domain’s Safe Senders list:
- [Create Safe Sender Lists in EOP](https://learn.microsoft.com/en-us/defender-office-365/create-safe-sender-lists-in-office-365)
- **Company Administrators:** Contact Outlook support for domain-specific configurations.

## Companies using Google Workspaces:
## Companies Using Google Workspaces

- **Company IT administrators:** Adjust your domain's email allowlist and safe senders lists to include expensify.com by following these steps: [Allowlists, denylists, and approved senders](https://support.google.com/a/answer/60752)
- **IT Administrators:** Adjust email allowlist and safe senders settings to include **expensify.com**:
- [Allowlists, Denylists, and Approved Senders](https://support.google.com/a/answer/60752)

{% include faq-begin.md %}

## How can I be sure that emails from Expensify are legitimate and not spam?
## How Can I Be Sure That Emails from Expensify Are Legitimate and Not Spam?

Expensify's emails are SPF and DKIM-signed, meaning they are cryptographically signed and encrypted to prevent spoofing.
Expensify emails are **SPF** and **DKIM-signed**, meaning they are cryptographically signed and encrypted to prevent spoofing.

## Why do legitimate emails from Expensify sometimes end up marked as spam?
## Why Do Legitimate Emails from Expensify Sometimes End Up Marked as Spam?

The problem typically arises when a third-party domain or IP reputation service erroneously flags our domain or one of our sending IP addresses. Many IT departments use lists published by such services to filter email for the entire company.
This typically happens when a third-party domain or IP reputation service mistakenly flags our domain or one of our sending IP addresses. Many IT departments use these lists to filter company-wide email.

## What is the best way to ensure emails are not accidentally marked as Spam?
## What Is the Best Way to Ensure Expensify Emails Are Not Marked as Spam?

For server-level spam detection, the safest approach to allow emails from Expensify is to verify DKIM and SPF, rather than solely relying on the third-party reputation of the sending IP address.
For server-level spam detection, the best approach is to verify **DKIM** and **SPF** rather than relying solely on the reputation of the sending IP address.

{% include faq-end.md %}
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