Issue: a user does not receive Affluences emails

Note
Some users may not receive emails sent via Affluences (booking confirmations, reminders, notifications, etc.). These emails are sent through our email service provider Mailjet, using standard authentication mechanisms (SPF and DKIM) to ensure good deliverability. This document lists the checks to perform, in order of priority, to identify the root cause of the issue.

1. User-side checks

1.1 Check the email address provided (≈ 25% of cases)

From the Affluences administration portal, verify that the user’s email address is correct (no typos, incorrect domain, missing characters, etc.).

1.2 Check the mailbox used and email forwarding rules (≈ 30% of cases)

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In approximately 30% of cases, the issue is caused by a faulty email forwarding rule (expired forwarding, full destination mailbox, configuration error, university-level blocking).

When email forwarding is enabled (common with student email addresses), check that it is working properly and verify whether the email is correctly received at the original address before forwarding.

👉 This issue is external to Affluences and does not depend on either our platform or our email service provider.

It is also recommended to:

• use the global search with the keywords Affluences or affluences.com

• log in via webmail to rule out a synchronization issue with an email application

1.3 Check email folders (≈ 20% of cases)

Ask the user to check:

• 

  the Spam / Junk folder

• other folders or tabs (e.g. Promotions, Notifications, Other)

If the email is found, the user should:

• mark the message as not spam

• add the sender to their contacts to prevent future filtering

1.4 Check available mailbox storage (≈ 5% of cases)

A full mailbox may prevent new messages from being received.

2. Institution-side checks

These checks mainly concern institutional email addresses
(e.g. @university-x.edu).

2.1 Whitelist the Affluences domain

Ask the IT department to allow the following domain in spam filters:

affluences.com

Also verify that SPF and DKIM signatures are correctly configured and active for this domain.

2.2 Test sending to an alternative email address

Send a test email to a non-institutional address (Gmail, Outlook, etc.).

• Email received: the block comes from the institution’s mail server

• Email not received: continue the investigation

3. Affluences-side checks (≈ 5% of cases)

If none of the previous checks identify the cause of the issue, contact Affluences support.

To enable analysis, please provide:

• the exact email address of the affected user

A review of Mailjet sending logs will then be carried out to identify any rejection, filtering, or specific blocking.