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Receiving emails from DeepStream
Receiving emails from DeepStream

Troubleshooting receiving emails from DeepStream

Damian Piekacz avatar
Written by Damian Piekacz
Updated over a week ago

Why does DeepStream send emails

  1. Security

    On signing up, all users are required to verify their email address for security purposes. This is so we can ensure that someone else is not signing up on your behalf.

  2. Keeping you updated

    Emails are sent from the platform to keep you and your team members updated about any Live requests you are running (or if you are a Supplier) you have been invited to.

Once signed up, you can change your Notification settings to choose which email updates you receive.

When emails are not received

Emails we send may not be delivered for a number of reasons, most of which are unfortunately beyond our control. We’ve identified the most common reasons below.

1. Incorrect address

Where an email address is misspelled or otherwise incorrect, emails will not reach you. This may happen if a mistake is made in completing the sign up form or another user invites you using an incorrect address. This should not be an issue if you have ever successfully received emails from DeepStream in the past.

To resolve this issue:

  1. Check that the email address you use to sign up or log in with DeepStream matches your address exactly. The address should also be shown on the ‘Verify your email’ page.

  2. If you notice a mistake with your email address and cannot update it yourself from the ‘user settings’ page, or contact DeepStream support.

2. Junk filters

Some email providers will accept our emails but flag them. When this happens, our emails end up in a secondary folder such as ‘Spam’ or ‘Junk’ rather than your inbox.

To resolve this issue:

  1. Open any secondary folders you can find, such as ‘Spam’, ‘Junk’ or similar.

    Some email providers do not make these folders obvious to find, so you may need to search or expand your list of folders to see them.

  2. Check these folders for any emails from DeepStream.

  3. If you find messages, look for the option to mark these as ‘not spam’, 'trusted', or similar. You may need to move messages manually to your inbox.

  4. If you do not see the option to open these messages or mark them as trusted, contact your IT department for support.

When you have done these steps once, your mail provider should treat future messages differently and you should not need to check again.

4. Quarantined messages

Sometimes your IT department will use software that quarantines flagged messages instead of delivering them to a folder you can see or access. You may receive emails notifying you that messages have been put into quarantine, or this may happen silently.

To resolve this issue:

  1. If you have received an email indicating a message from DeepStream has been quarantined, follow the instructions in the message to ensure it is marked as safe.

  2. If you are unsure whether your company uses a quarantine system, or the message received is unclear, contact your IT department.

5. Blocked messages

Your mail provider or IT department may use software that refuses delivery of an email altogether and it will be blocked or ‘bounced’. This typically happens where your provider flags the email as coming from an unknown or untrusted source, or where the content is incorrectly determined to be suspicious. In this scenario, you will receive no message and are unlikely to be notified, so you should follow the steps below even if you are not sure whether this issue affects you.

To resolve this issue:

Some providers may have different terms such as ‘allow list’, ‘deny list’ and similar, but the function and processes involved are the same.

When you update your list to allow DeepStream, this change should take effect immediately but check with your IT department or email provider if you are unsure.

When nothing resolves an issue

If you have tried all of the steps above and sought advice from all relevant internal IT support, please contact us and we will investigate further. Please remember, although we may be able to provide more information on why an email is not being delivered, in most cases the cause of the issue is outside of our control.

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