I am not receiving welcome or password reset emails

There may be times where a user reports that they have not received welcome or password reset emails.

This generally happens due to one of the following reasons:

1. The email isn’t being sent to the inbox, but rather to a Spam or Junk folder. We recommend asking the user who reported the issue to check their Spam/Junk folders
2. Your IT team has a spam filter in place that removes spam emails, and our emails are being considered spam (usually an external user issue only)
3. Your IT team may not have whitelisted the domain*. Please confirm with them that the following have been whitelisted:
   • Domain: intelligencebank.com
   • IP addresses: 54.206.34.193 and 52.63.160.150
4. Email domain is rejecting the emails, as it believes we’re impersonating their domain (known as spoofing)

IntelligenceBank has an Anti-Spoofing feature that can be enabled by an Admin user to address the fourth option. Please review the Anti-Spoofing settings article to learn more.

*Please note: This issue generally applies if you are an external partner.