I am not receiving Alyce System or Notification Emails - what should I do?

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Alyce sends system and notification emails to inform you of events such as password resets, new user set up, gift notifications, etc. 

If emails sent from Alyce are resulting in bounces, landing in your junk/spam folder, or are not being received at all, you may need to adjust your spam filter settings to improve deliverability. Most spam filters allow you to whitelist a sender by adding their domain or IP address.

Whitelist a sender or domain

Work with your IT team to make changes to your whitelist or "safe sender" list. If you're using a free email provider such as Gmail, you can find whitelisting instructions in their help documentation.  In addition to whitelisting the alyce.com domain, the following is a list of email addresses Alyce uses for internal email notifications:

Whitelist IP addresses

Add our sending IP addresses and/or alyce.com emails to your network-level whitelist to ensure that all of Alyce's in-app communications get delivered by your company's server.

Alyce's IP Addresses to whitelist (via Sendgrid):

  • 198.37.158.143
  • 168.245.5.112
  • 149.72.223.72

If you're using an email security software (e.g., Mimecast), you can whitelist by adding Alyce to your SPF record.

 

FAQs

Do I need to perform both?

Not necessarily. If your IT organization permits domain whitelisting, and is confident that all email from a whitelisted domain will be delivered, there is no need to whitelist the IPs.

What if our IT department does not support domain whitelisting?

This is OK, not every IT department will support domain whitelisting and some email security systems treat domain whitelisting as a suggestion, not an absolute (i.e., it's more likely the email will be delivered but not 100%). In those cases, IP-address whitelisting is a solid fallback. This should guarantee that at minimum our critical transactional emails will go through.

 

Still have questions? Reach out to your CSM for more assistance.

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