What It Means For An Email To Be "Blocked" And How To Resolve The Issue

You have set up your company account in Shoobx and are already well on your way to inviting new users. Sometimes, usually when adding new employees to set up their Shoobx account for the first time, the invitation emails are not received because the address is "blocked." This article will explain how to see when emails are blocked and will describe how emails get blocked in the first place. Then, this article will detail a few quick steps that a Full Company Access user can take to remedy this issue.

When Do Emails Get Blocked?

If you have invited a user to activate their account in Shoobx, but they are not receiving the "Welcome to Shoobx" email, Shoobx may be blocking this email from being released. Usually, a "blocked" email occurs when the company that originally invited the user to Shoobx sent an email to the user's email address before it was setup as an email. Since the email did not exist when the invitation was sent, the message bounced. To avoid work emails from being blocked, the "Add Employee" workflow in Shoobx allows for people to be hired through a personal email address and then add their work email in a later step. 

"Blocked" emails is not exclusively for new users, an email for a user who has already been set up in Shoobx might also be experiencing troubles receiving notifications. Anytime a message from Shoobx bounces back, an email will be "blocked." However, the steps to check and remove a "blocked"  email are the same.

How To Check If An Email Is Blocked?

To see if an email has been blocked, someone with Full Company Access will want to go to the "Administration" Lens which they can access by selecting the "Company" or "My Shoobx" tab on the toolbar. There, they will want to click on the "Invalid Emails" button. This will allow them to view all of the emails that have been blocked. As mentioned above, an email is usually "blocked" when a work email gets added to the "Invite New User" workflow before the email address has been created.

What To Do If An Email Is Blocked?

Any user with Full Company Access can get an email off of the blocked list by taking the same steps outlined above. Once in the "Administration" lens and viewing the emails that have been listed as "blocked," by clicking the small "x" button under the "Actions" label, any user with these permissions can remove an email from the block list. After saving this change, the user can select the "Remind" button next to workflows that release emails in order to re-send the email to the previously blocked account.

For more account management details, including how to set a preferred email, change your password, view your access level, and change your address, check out this article here!