There are three main scenarios where documents are queuing and sending from the Delivery Queue Manager and received on Alex Senders Website but not received by the recipient(s). These scenarios are detailed below.
Not received by ANY recipient
If you have changed the sender email address but not confirmed the new address, documents will display as received in your Bizdocs Outbox but will be on Hold status and will not send to the recipients until the new sender address has been confirmed. To resolve this, see: Change the sender email address or name for Document Delivery.
Not received by individual recipient
If the document is a pay advice, make sure the user email address in the employees Payroll Masterfile matches the email address they have set up for document delivery. See: Check if a pay slip has been emailed to an employee.
If the document is a customer or supplier document, make sure the email address is correct in the Customer or Supplier Delivery Address Manager.
For both items above, see: Setting up Alex document delivery addresses. You can check email addresses are correct by viewing the sent documents in your Bizdocs Outbox.
Check for the Alex document in the recipient's junk email folder for the missing emails. With email services like Gmail, etc., there are also category tabs that emails can automatically be sorted into. These tabs should be checked. For example, payslips may have been sorted to the Updates tab.
Get the recipient to add mailforalex.com to their mailing safe sender's list.
Whitelist the following sites (you may need to refer this to your network admin or IT support person to do):
mailforalex.com 149.72.1.138 (Static IP)
https://security.microsoft.com/quarantine (to ensure that your emailed documents are not being quarantined by Microsoft Defender on your network.
Ask your network administrator to check and retrieve any blocked documents sent from mailforalex.com if the recipient is using a company email address.
📌Note: Excluding the individual IP address or server sub-domains for Alex will not be effective. The IP addresses and sub domains change from time to time due to automatic load balancing. The main domain should be whitelisted.
Received by some recipients but not others
This can be a 'Throttling' issue where your Internet Service Provider (ISP) is seeing large amounts of documents being sent at one time (i.e. pay advices after a pay run) and blocking the receipt of some of the sent documents, mistaking them for spam. You can check with your ISP, and make sure they are allowing all bulk documents sent from Attaché Alex to be delivered to ALL recipients.