If an email sent to a user from Konverse is rejected, then the users email address will be deactivated in Konverse and the user will not be able to receive emails from the app. This includes, password reset, email validation and welcome emails as well as notifications.
Some possible reasons an email was rejected are:
- The user has marked the Konverse email address as spam
- A corporate policy has blocked email from the Konverse email address
- An email was sent to a user that didn't exist on the mail server
An administrator will need to reactivate the users email address in the app.
* Before reactivating a users email address, confirm the user has removed [email protected] and [email protected] from their spam filter and added it to their email allowed list.
For instructions on updating your spam filter, please contact your internal support team.
Reactivate a User's Email Address
- Login to the administrator console
- In the left nav search for Member Management
- Select Emailing
- Select Email Suppression List
- Search for the users email address
- Click the reactivate button
The user should now be able to receive emails from Konverse. Please note, rejected emails will not automatically be resent.
If the users email address does not appear in the email suppression list, please refer to this article. https://konverse.freshdesk.com/a/solutions/articles/66000497228