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New Contributor

Confirmation email not being received

Participants in a scheduled webinar are not receiving our confirmation email. Please advise. Thank you!
7 REPLIES 7
LogMeIn Contributor

Re: Confirmation email not being received

Hi Denise,
In some cases GoToWebinar emails may be delayed by a few minutes.  If the delay lasts longer than that, I would check the registration yourself by registering for the event as an attendee and receiving the webinar email.  Then if that is functional, it could be that the affected attendees are filtering their emails that they don't recognize--- like a Spam folder. 

In rare cases, their email provider may have stopped receiving from GoToWebinar all together, for which we may have to remove a block manually in order to test the delivery again (after confirming they white-list our IPs)

Regular Contributor

Re: Confirmation email not being received

Hey.. here I am again with an issue I have reported before, but now I have new evidence there is some delivery issue with confirmation emails. While I am still getting a high volume of reports of people not getting their emails and that they are not in their spam or junk folders, I have one person who I worked with for a long time and nothing worked. By way of background, I always check the complainant's email address to see if it is a corporate or military address. If so, after troubleshooting with them on the basics, like checking email, adding customercare@gotowebinar.com to their contacts and re-registering, I tell them to work with their I/T department to check the server for emails snared in their server-level filters and whitelist customercare@gotowebinar.com. But the person I have been working with had a hotmail address. After doing the basics with her, I suggested she change to a gmail address, add customercare@gotowebinar.com to her contacts list and re-register. She followed the steps and did not receive the confirmation email. I'm writing to you again, even though we have had this discussion before, to see if you can escalate this issue to an email specialist at logmein to explore the possibility that there may be some configuration or setting that is triggering filters? I just don't know how to explain this. Rather than telling me it's user error, can you just check around first? Thanks.
Fran Simon
Engagement Strategies
http://EngageStrat.com
LogMeIn Contributor

Re: Confirmation email not being received

Hi Fran,
As we have not email services issues at hand, we'd have to check individual email address' to see if they were blocking our communication attempts. 

This is not something most people would change on their own-- as blocking emails is usually caused by a server or local security decision on the other end.  To give you a better understanding of this behavior, every email server has it's own anti-spoofing rules, which is why we don't offer standard ways of importing registrant lists to avoid any potential conflicts or triggers that might block future GoTo communications.

Regular Contributor

Re: Confirmation email not being received

As I mentioned, the volume of complaints is super high right now. I'm wondering if there is a configuration or setting that is causing ISPs to flag  the customercare email address. Maybe the change to different servers for logmein is causing ISPs to see the email as spoofing. Because I am ruling out the corporate, government or military email addresses and dealing with those separately, I am suggesting that the major ISPs like Google, Miscrosoft, Hotmail, Yahoo, AOL, and the like may be filtering. I am suggesting someone at Logmein be alerted to the increase of complaints to check the deliverability with the major ISPs.
Fran Simon
Engagement Strategies
http://EngageStrat.com
LogMeIn Manager

Re: Confirmation email not being received

Hi Fran,

Post merger with LogMeIn we are still sending our email from the same email addresses, domains and IP ranges. We have alerts and systems in place to prevent our addresses being added to any of the major block lists, it's one of the reasons we only allow organizers to schedule reminder and follow-up emails, instead of being able to send them at will. If you can provide us with specific email addresses we can check when the email was sent to them and what happened when we tried to deliver the email. As you know, after a number of failed email deliveries we add an email address to a list of email addresses that we will no longer send up. This is also done to prevent our addresses being added to any major block lists.

Glenn is a member of the LogMeIn Community Care Team.

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New Contributor

Re: Confirmation email not being received

Hi there, 

 

I am having the exact same issue. Confirmations emails are not being received and haven't been for some time now. They have checked junk, added the customercare address to their contacts and talked with their IT department. Can you please look into the following emails for me and the clients are understandably frustrated.

  • debbie@zz.co.nz
  • Paul@zz.com.au

Thanks

Zoe

 

LogMeIn Contributor

Re: Confirmation email not being received

@zoeb  I checked the status of those two emails, and only found the first on our Bounce list.  The other one should have no problems currently.  (I also eded the post for privacy)