Emails
| Symptoms | Problem | Techniques | Solutions |
|---|---|---|---|
| I am not able to receive emails from any Canopy email system. | Email provisioned or provided to Canopy was incorrect. | Customer to correct email address. | |
| You configured your account to block emails from the canopyco.io domain. | Customer to unblock canopyco.io emails. | ||
| Your IT system is blocking emails from the canopyco.io domain. | Customer’s IT unblock emails from the canopyco.io domain. | ||
| I am not able to receive emails from the Canopy US, AU, or UK tenant. | Emails are blocked from being sent by the Canopy AWS US server. | 1) Customer to check group email alerts to see if server is receiving server is bouncing/rejecting the email. 2) Raise ticket with Canopy Customer Success. Possible solution is for Canopy Customer Success to unblock the user’s email address in the Canopy AWS US environment. |
|
| Emails are being rejected by receiving server due to DMARC P=Reject policy. | Raise ticket with Canopy Customer Success. Possible solution is for Canopy DevOps to check DKIM and SPF settings. | ||
| Emails are being redirected by customer’s email client or email address is incorrect. | Show that another user in the same customer’s domain is receiving emails from the same server that this customer cannot. | Customer to reconfigure Outlook or other email client. | |
| I am not able to receive emails from a Canopy CA tenant but I can receive emails from other Canopy servers/ | Emails are blocked from being sent by the Canopy AWS CA server. | “Fix settings and monitor DMARC reports to demonstrate emails are complying with policy. | |
| If required, set p=quarantine so that the user can retrieve email from the spam folder.” | “Check group email alerts to see if server is receiving server is bouncing/rejecting the email. | ||
| Canopy unblocks the user’s email address in the Canopy AWS CA environment.” | |||
| Emails are being rejected by receiving server due to DMARC P=Reject policy. | “Fix settings and monitor DMARC reports to demonstrate emails are complying with policy. | ||
| If required, set p=quarantine so that the user can retrieve email from the spam folder.” | “Canopy DevOps to check DKIM and SPF settings. | ||
| Check group email alerts to see if server is receiving server is bouncing/rejecting the email.” | |||
| I am not able to receive support emails but can receive emails from other Canopy servers. | Emails are being rejected by receiving server due to DMARC P=Reject policy. | “Fix settings and monitor DMARC reports to demonstrate emails are complying with policy. | |
| If required, set p=quarantine so that the user can retrieve email from the spam folder.” | “Canopy IT to check DKIM and SPF settings. | ||
| Check group email alerts to see if server is receiving server is bouncing/rejecting the email.” | |||
| Emails are on Marketings hard bounce exclude list | Raise ticket with Canopy Customer Success. Possible solution is for Canopy Marketing to check if email is on exclude list. | ||
| I am not able to receive invoices and payment reminders but can receive emails from other Canopy servers. | Emails are being rejected by receiving server due to DMARC P=Reject policy. | “Fix settings and monitor DMARC reports to demonstrate emails are complying with policy. | |
| If required, set p=quarantine so that the user can retrieve email from the spam folder.” | “Canopy IT to check DKIM and SPF settings. | ||
| Check group email alerts to see if server is receiving server is bouncing/rejecting the email.” | |||
| I am not able to receive emails from Canopy Gmail users but can receive emails from other Canopy servers. | Emails are being rejected by receiving server due to DMARC P=Reject policy. | “Fix settings and monitor DMARC reports to demonstrate emails are complying with policy. | |
| If required, set p=quarantine so that the user can retrieve email from the spam folder.” | “Canopy IT to check DKIM and SPF settings. | ||
| Check group email alerts to see if server is receiving server is bouncing/rejecting the email.” | |||
| Emails are being restricted from delivery. | Raise ticket with Canopy Customer Success. Possible solution is for Canopy IT to check list of restricted email domains. |