It is likely that the emails are being treated as spam by the recipient email system and are either in a junk folder or have been blocked altogether.
As a result of stricter spam filtering by some email providers and email servers, some of our ‘system’ type notification type emails (which include client portal invitations for client portal access, new user invitations, Query Builder downloads and password reset emails) may start to find their way into junk folders, or be blocked entirely.
Please note that this does not affect day-to-day emails which use an alternative system.
There are several steps to the solution, any or all of which may help:
1. Set up your firm's DKIM settings on your company website – this provides a level of assurance to email systems that the email is genuine and should not be treated as spam. If you have an IT Team, they will be able to action the changes for you, but if not, it is a fairly simple job for the person who administers your website to do.
We have a detailed article here: Setting Up DKIM For Your Email Domain On Ezekia and a short video that explains the whole process too, and naturally you can contact the Ezekia support team if you have any problems.
2. Have the recipient company (so it may be your email system or a client's system) whitelist the ezekia.com domain on their email server (or have them whitelist your own email domain if you have successfully completed step 1).
3. The recipient company can whitelist our Amazon IP addresses in their Exchange server. Our system emails come via these IP addresses:
54.240.104.160
54.240.104.161
54.240.104.162
4. If this doesn’t help, the next step is for you to ask the recipient company's IT team to do a message trace on their mail server to see what happens to the notifications. They may have a rule that blocks it if it comes from Amazon, for example.