Trouble shooting Emails Not Being Delivered (To Customer, Supplier etc)

There are many reasons an email does get delivered to a recipient. Often the fault is with the recipient and their email systems rather than eAccounts.

Common Causes

• You have the wrong email address loaded for the recipient
• The clients email exchange server is treating your email as SPAM
• The clients email system (Outlook, Gmail etc) are treating your email as SPAM
• You are trying to send a report (or CSV or PDF) that is too big.
• There might be a fault at eAccounts (although rare)

The most common cause is the users email client ISP or exchange server treating your email as SPAM. This happens more when you are sending email to large organisation who have very strict rules about emails that can pass to their staff. Some companies reject emails automatically if there is an attachment. This unfortunately causes their staff and you problems because of lost communications.

How To Test

If a Customer, Supplier, Debtor, Creditor etc claims they are not receiving invoices, purchase orders, JustOneClick links etc from you then please follow these steps.

1. Triple check the email address you are sending to is correct.

2. Try sending the same information (ie Invoice) to yourself, this will dertermine if its an eAccounts problem.

3. Resend the email document to them again, then look at the Email log (under Access Logs & Processes). This should show your atempt to send. On the right hand sideit shows the Status and after a couple of minutes it should say “SENT OK” If it says this it means it was accepted by the “other side” ie their Exchange server.

• If it says “SENT OK” then the problem is with your clients Email system. Contact the client and get them to check their SPAM folder (normally it will be there) If not get their IT staff to investigate.
• If the status is not “SENT OK” ie “FAIL No Domain” then the problem is the email address you have is probably wrong.

If the Log Says Acknowledged and they still are not receiving your email.

As above this is 100% proof your email is being sent from eAccounts and it is being accepted by the email recipients Email Server.

• Get the client to check their SPAM folder
• Get the clients IT staff to check their Exchange server.

Assuming one of these two points are found the client or clients IT staff can configure their systems to have your emails set to be “White Listed” this means they will be stopped from being treated as SPAM.

When you get new clients, particularly large clients it is a good idea to test the email system (ie send them a JustOneClick link) to confirm their email systems accept email from you OK.

If the Log Does not Says Acknowledged.

1. This could mean that it has not been sent by eAccounts but if there are others chronologically after the email in question then this is not the case.

2. More likely it means that there was no response from the Recipients Email Server confirming it accepted the email. Some email servers are deliberately set to not confirm acceptance of an email.