Trying to reset your password, and not receiving the password reset E-mail? Trying to Sign up new Users, and getting reports of missing Verification Emails? Administrators not able to assist? This calls for a chat with your Email provider.

Not receiving Email notification can be a job stopping error. Rest assured, Tortal takes all the steps behind the scenes to make sure your notifications get to your Users on demand and without delay.  

There are, however, situations we know about that can interrupt this process and make a headache for Users & Administrators. 

Keep reading to learn more about known issues and troubleshooting steps. 

How to troubleshoot User Not receiving Emails errors

Troubleshooting Steps

1. Tortal sends all email communications from the email address noreply@tortal.net

Ensure that you educate Users to make this address whitelisted in the Email client 

2. Users MUST check their JUNK/ SPAM/ Trash folders for excluded emails 

Sometimes business emails, can be caught by ambitious spam filters. Please carefully check these folders for messages from Tortal.

Users may have to contact their Email services provider to have them whitelist noreply@tortal.net v from the services side. 

3. Tortal can provide email logs to confirm that emails are being sent and received properly. 

This is a support service which can be accessed by the Tortal Point of contact only, through a support request.

Known Issues

There are services which have recognized issues filtering out our emails (and other business emails across the internet) Below is a list of the recognized services that don't play well with Tortal. 

Useres must reach out to their product Customer Support channels for more information, assistance.