Recent Email Delivery Issues

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17 comments

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    Michael

    Good, I was getting complaints from patients who were used to the email reminders missing them and new patients as well. 

    Dr. Mike Eberlin

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    Shawn Reiterman

    Thanks for your patience Michael. Please let us know if you have any other issues. 

  • Shawn,

    We are experiencing this same problem today with email notifications not being received. I was wondering if something was going on again?

  • Avatar
    Shawn Reiterman

    Hi Dr. Bono,

    It doesn't look like the emails are being blocked by the major email providers since the issue was resolved on Wednesday. There is a possibility that a firewall or spam filter is blocking the email if you use a custom domain. I prepared the following article to help with adding AppointmentPlus as a safe sender in those situations. https://apptplus.zendesk.com/entries/76393099-How-to-keep-a-firewall-or-spam-filter-from-blocking-email-notifications

  • Shawn,

    Thanks for adding the article. However, I'm not sure it solves the issue since email was not being received by either our advisors on one domain, or our students who are on many domains, such as gmail and yahoo. This seems to have just started today, and possibly yesterday.

    --John

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    Shawn Reiterman

    John - In that case, I'll add a support ticket through your account and have our team look into it for you. Please add any additional details to the ticket if possible. 

    Thanks.

  • Thanks Shawn. I don't really have any other details other than emails don't seem to be going through.

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    Dr. Kirsten Sage

    Patients are getting email notifications, but not the practitioners which is essential for my practice.

  • Avatar
    Shawn Reiterman

    Dr. Kirsten - There might be a firewall or spam filter blocking the notifications sent to your practitioners. Please review how to keep a firewall or spam filter from blocking email notifications.

    Thanks.

  • Avatar
    Patrick

    We are still having issues regarding email notifications. Our photographers are no getting emails still. Any ideas?

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    Christine

    These missing emails were NOT happening to our Appt+ account until very recently and NONE of our automated Notification/Confirmation emails are now getting to our customers or our providers.  ALSO, please please stop saying:

    "There is a possibility that a firewall or spam filter is blocking the email if you use a custom domain. I prepared the following article to help with adding AppointmentPlus as a safe sender in those situations. https://apptplus.zendesk.com/entries/76393099-How-to-keep-a-firewall-or-spam-filter-from-blocking-email-notifications"

    when ALL emails were aok before and up until recently getting thru...  plus of course any of us who know much will ALREADY have emails from our accounts in the safe sender portion of our mail service.  How about looking into specific cases and resolving them?  My request for support is still "waiting for support agent to be assigned..."

    help!

     

    ng:

  • Avatar
    Shawn Reiterman

    There will be a system update tonight at 9 PM Pacific time to improve our email systems. More details here

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    Cristina Hubbard

    The "cancellation appointment" as well as the "change in appt." appointment emails are coming from "unknown sender" and thus are going to many patients spam box and flagged as dangerous.  We have gone into the system and made sure al the info (our correct email) but to no avail.  Help!

    Cristina

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    Shawn Reiterman

    Hi Cristina,

    Thanks for adding a support ticket about this issue. We are working to find a resolution and will update the ticket once we have more information. 

  • It looks like the email issues are definitely back. Again, we are no longer receiving emails, and yes have tried the normal methods (e.g. checking in spam folder). It's becoming a bit of a nuisance so hopefully it can be resolved ASAP.

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    Tim

    It seems we are having issues with notifications not being received.  I just did a test by making an appointment for myself and never received the notification.  I assume this is still being worked on, or was it fixed and it's now having issues again?

  • Avatar
    Stuart McLaughlin

    Hello Tim,

    I am sorry to hear that you are experiencing email delivery issues.

    Please submit a Support ticket from within your account and our support team will be able to look further into the delivery issues specifically for your account.

    You can do this by hovering over "Help" in the top right corner of the account and going to "Support Tickets".

    Thanks

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