Emails aren’t being received

There are a number of reasons why emails from Projectworks may not be received. The email may not have been sent, but it is more likely that the email has been sent and there is an issue with the recipient's email address or mail server.

Is the recipient's email address correct?

We’ve all been guilty of making a typo! If your email has been sent but not received by the intended recipient, ensure that the email address has been entered correctly in Projectworks. Email addresses are managed in a number of ways:

1. Manually entered (e.g. when sending an individual invoice);

2. Email addresses saved against a Contact in Projectworks are automatically used when emailing from Projectworks (e.g. when bulk emailing invoices)

3. Email addresses saved against a Person in Projectworks are automatically generated when emailing (e.g. a welcome email to a new employee or contractor who has had an account created in Projectworks).

If you have specified a billing contact for a project, this email address will be updated automatically if you update the contact. The updated email address will be used for any future invoices you email for that Project.

To update a contact’s email address, go to: Contacts and select the contact

To view the project's billing contact go to: Project > Settings > Invoicing

Has the email been sent to the recipient's spam folder?

Sometimes an email client or server has anti-spam protection that may mark Projectworks emails as spam, and these will be sent directly to the recipient's spam folder. The recipient can request that the Projectworks email domain is whitelisted which will allow Projectworks emails to go to the recipient's main inbox.

Has the email been sent to the recipient's junk folder?

If the recipient has inadvertently flagged Projectworks emails as junk in the past, or the recipient's email client or service has flagged a Projectworks email as graymail (a type of email not considered as spam, but also not considered as important). Projectworks emails may be sent directly to the recipient's junk folder.

If the email has been found in the recipient's junk folder, they can flag it as "not junk," which will allow Projectworks emails to go their main inbox.

Was the new user’s email address set up when you sent the welcome email?

In the event that you have added a new Person to Projectworks, if the email address provided for the user was not fully set up when you sent the welcome email, the email will not be successfully delivered.

Antivirus or Firewall is blocking emails from Projectworks

The antivirus or firewall for the recipient’s email client or server may be blocking emails from Projectworks. In some instances you may be able to test this by sending the email to an alternate email address (hosted by a different email client or server). If the Projectworks emails are being blocked, the recipient’s email client or server’s exceptions list for their antivirus, or associated firewall, may need updating to enable emails from Projectworks to be received.

Are you receiving emails instead of them being sent to the recipients address?

If you are using a free trial of Projectworks, emails are restricted to only send to addresses with the email domain of the person who set up the trial. If you enter an email address with an alternate domain, the email will be redirected to the person who sent the email.