Emails not getting sent to /Received by Customers- February 2019

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  • Problem
  • Updated 8 months ago
  • Not a Problem
We are having an issue from February that customers are not getting invoices or statements emailed out to them.

Has anyone else found this since late January?

Thanks
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DAR

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Posted 9 months ago

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Rav, Community Manager

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Hi DAR,
Do you receive emails from Hosted yourself as a test if you add your own email address as a BCC?

Have the emails been diverted to a spam/junk email folder on the recipient end?
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DAR

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Hi Rav,

Yes tested as bcc and it works, also sent invoices/statements/report to myself directly to check. I did find another person had received them in their junk email, however that is another issue and easily rectified.

As not all customers are experiencing this problem I am wondering if others are finding only certain customers are effected, i.e. leading me to believe an email server issue whether it is sender or recipient I am unsure.

Thank you.

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DAR

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Couldn't pin point the problem however appears now to be working, I'll keep you posted if it arises again.
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Shisir, Employee

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Hi Dar,

I suspect the emails may have been blocked on the recipient's end, via various measures such as email security, junk mail, mail servers, etc.

We have this KB article that has a few handy tips you may want to apply.
http://kb.reckon.com.au/issue_view.asp?ID=5187
http://kb.reckon.com.au/issue_view.asp?ID=4676

Regards

Shisir

(Edited)
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DAR

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Hi Shisir,

Thank you, yes that was my thought too - possibly the microsoft exchange updated their filters that weekend(?).

Appears to be running faultlessly now.

Cheers
I have just upgraded to Reckon Accounts Hosted and NONE of my invoices are sending?  What am I doing wrong?  Can someone explain in "simple" terms how I can fix this because I have been on hold for an hour on the phone to Reckon and nobody answers!