Mails not received

Mails not received

Some users may not receive emails sent via Affluences (through our provider, Mailjet). Below is a list of checks to perform to identify and resolve the issue.

User-side checks

Verify the email address provided

From the Affluences portal, ensure that the user has not made an error when entering their email address.

Check spam and junk mail folders

Ask users to check if the email has been filtered into these folders. If so, they should mark the sender as safe to prevent future messages from being filtered.

Check available storage in the mailbox

A full inbox may prevent the reception of new emails.

Ensure the user is checking the correct mailbox

Verify that the user is checking the email address used during the reservation and that no email forwarding is interfering with reception.

Institution-side checks

If emails are not being received on an institutional address (e.g., @university-X.fr), we recommend checking the following points:

Whitelist domains and sender addresses

Ensure that the following domains and addresses are allowed:

  • @affluences.com

Ask the IT department to add these domains to the whitelist of spam filters. DKIM and SPF signatures are enabled for our domain.

Review spam and email filtering rules

Some institutions apply strict security rules that may block or redirect emails. Ensure that messages sent via Mailjet are not being automatically blocked.

Test sending to an alternative address

Perform a test by sending an email to a non-university address (Gmail, Outlook, etc.). If the email is received successfully, this confirms that the block is occurring at the university's server level.

Affluences-side checks

If none of the above checks resolve the issue, contact our support team and provide the affected email addresses. We will analyze Mailjet's logs to identify the cause of the blockage.