If you are not receiving Catenda’s notification, invitation, or verification emails, there are several potential causes and solutions. Below is a comprehensive guide to help you troubleshoot and resolve email delivery issues.
Catenda ensures that notification and invitation emails are sent successfully to user-provided email addresses. This is confirmed through system mail logs, which verify whether an email has been processed and sent.
Not receiving any emails
If you are not receiving any emails from us the emails are not getting sent the right place or your account has either been blocked to prevent spam.
Spam or junk
Please check your spam or junk inbox to see if the email may have ended up there.
If found, mark them as "Not Spam" to prevent future misclassifications and ensure more consistent email delivery.
New email account
Should our email not arrive at your email address due to missing inbox or network spam protection your email will be blocked by us.
Keep in mind that some mail servers take up to 24 hours to synchronize the inbox of a new account. Therefore please wait 24 hours after creating the email address before making an account.
Reactivated email account
If your email address was deactivated at any point and our mail server attempted to send an email to it, this email will not have been able to arrive and the address might have been blocked. If you for example left a company an joined it again at a later date your email address may have been blocked.
MailInBlack
If your company uses MailInBlack, we might need to whitelist your email manually. However, whitelisting emails from Catenda is not required when system logs confirm the email has been sent successfully. You can still check MailInBlack’s quarantine folders or authentication requirements for verification.
Only receiving links
If you are receiving project invitations, shared document collections or bookmarks but no notifications your account is most likely not verified.
If you created an account on the sign-in page you will have gotten the following email.
If your account has been created for you or if you did not receive this email somehow your account email will not be verified.
If the email of an account is not verified a gray bar will be displayed towards the top of every page. This gray bar can look somehething like this:
Please verify your email address to receive email notifications.
Verify mail address
If you click Verify mail address, the following email will be sent to the address connected to your account.
In Catenda the Gray bar will then look like this:
The email that is sent can looks something like this:
Click on the link in this email to verify your email.
After successfully clicking the verification link in the email the gray bar should no longer appear in your Catenda sessions. In your current session you can once again click on verify in the gray bar to make it disappear.
Contact support
If you therefore need any help receiving emails you can always contact us via email at support@catenda.com or via the black chat button next to your profile picture on the top right of the page where you are reading this article.
Before reaching out, you might want to try troubleshooting steps like checking spam or junk folders and reviewing email filtering rules for quicker resolution.