Instructions below ONLY apply to SecureMail.
Not receiving portal invitation or notification emails?
The most common reason a recipient isn't receiving emails from our system is simply a mistyped email address. Any further issues typically have to with your email service provider and your local mail client settings (we use an automated email delivery system).
- VERIFY YOU HAVE THE CORRECT EMAIL ADDRESS FOR YOUR RECIPIENT
The most common reason a recipient isn't receiving emails from our system is a typo in the email address. Double check the email address and send a new message to this recipient.
- VERIFY THE EMAILS ARE NOT GOING TO JUNK/SPAM ON THE RECIPIENT'S END
Sometimes when multiple emails are sent from the same sender your email service provider can automatically begin to block these messages or send them to your Junk/spam folder by default. Double check these messages are not in any of your email account folders.
- WHITELIST OUR EMAIL IP ADDRESS, WHICH SENDS NOTIFICATION EMAILS:
The recipient's email provider may be blocking the sending email address, in this case email@example.com. You may whitelist this IP Address below within your local email program or ask your email provider to whitelist these two IP addresses below:
If you are positive there is not a typo in the email address and the messages are not in a junk/spam folder, the next step is to check and unblock firstname.lastname@example.org. Steps on how to unblock sending email addresses for some common email providers can be found below:
- Hotmail, click here for further instructions.
- Gmail, click here for further instructions.
- Outlook, click here for further instructions.
- CONTACT PBHS SUPPORT FOR FURTHER ASSISTANCE
After you have taken the steps above, please contact PBHS Support to verify the emails are indeed getting blocked from our system. At this point we can continue to troubleshoot with you to ensure these messages are delivered moving forward.
Have more questions? Submit a request.