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Outlook mails undeliverable

In the event that managers and approvers aren't being notified via email when someone has a pending request, or other users are't receiving email invites associated with your organization's absentify account, this troubleshoot guide will help walk you through what might be the issue.

Potential causes of undeliverable E-mails:


Outlook calendar synchronization deactivated
Send invitation deactivated
Account hasn't been activated
Outlook rule activated


Outlook calendar synchronization deactivated



We recommend that you first check whether or not Outlook calendar synchronization is activated.

If the user isn't receiving calendar invites via email, you may have the "Outlook calendar synchronization" toggle activated, in which case the user will not longer receive email invites, but rather the absences will be automatically added to their Outlook calendar.

But if you'd prefer that your staff receive invites via email, deactivate this toggle switch by going to Settings > Microsoft.




Send invitation deactivated



If the user isn't receiving an invite mail prompting them to sign in to absentify after you've added them, you might not have activated the "Send invitation mail" toggle.



If the toggle wasn't activated when you added the user, you'll have to manually send them an invite.

Simply send them this link and after they've logged in with Microsoft account, the user will need to follow the steps after clicking "Join an existing company".


Account hasn't been activated



In the event that you have activated the toggle to send e-mail invitations to new users, but they still do not receive email notifications, double check if the user has activated their account or not.

Users will not receive notifications via e-mail unless they've logged in at least once.


Outlook rule activated



If you've successfully completed the steps outlined above and the user still isn't receiving email invites, then either the user or your company's IT department may have set up an email rule.

As a Microsoft 365 administrator, you can create global rules to ensure that emails from specific senders are not blocked. Here's a step-by-step guide to set up such a rule for your client:

Sign in to the Microsoft 365 Admin Center and from the left navigation pane, select Exchange.

Access your "Mail flow" from the left sidebar.



In the Exchange Admin Center, click on Mail Flow > Rules and click on the "+" symbol to create a new rule.



Choose Create a new rule from the dropdown menu.



Finally, fill out the rule accordingly:

New rule:


Give the rule a name, e.g., Allow Emails from Absentify
Under "Apply this rule if...", select "The sender" and then "Domain is"
Enter the sender domain "mail.absentify.com" and click on the plus symbol to add it to the list. Confirm by clicking OK.
Under "Do the following", select "Modify the message properties" and then "Set the spam confidence level". Set the SCL to -1 to allow emails from absentify to be delivered to the user's inbox.

For a quick step-by-step video on how to do this, click here.

Optionally, you can set additional conditions or exceptions for the rule if necessary

Click "Save" to create and activate the rule. It should look something like this:



After creating this rule, emails from notifications@mail.absentify.com should no longer be blocked.

All mails are sent from this IP address: 172.246.22.53


If you're still running into difficulty with automatic E-Mail delivery, feel free to send us a message here. Our team is always happy to help!


Related:


User can't be added
Create and share Outlook calendars

Updated on: 06/03/2024

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