Audience: All users
Summary: Users sometimes report not receiving any email notifications from MineralTree. This article will provide users with steps + guidance to self resolve the issue and what to do if those methods are ineffective.
Contents
- Is your user profile currently locked?
- Have you ever received an email from MineralTree at that certain email address?
- Check if your email address as listed in MineralTree is spelled correctly
- Check your spam/deleted messages
- Check your email folders/filters
- Still nothing?
Is your user profile currently locked?
If your MineralTree user is locked, you won't receive any emails until it is unlocked. If you can log into MineralTree, your user profile is NOT locked. If your user profile is locked, you will see this message when you attempt to login:
If you're locked, ask a colleague with MineralTree admin privileges to unlock your profile via the instructions here. If you yourself are an admin user, you will need to contact MineralTree support for assistance.
If your user profile is not locked, please keep reading further.
Have you ever received an email from MineralTree at that certain email address?
There's typically a significant difference between the likely cause of the issue depending on where...
- Type 1: You've never received an email from MineralTree
- Type 2: You used to receive email notifications from MineralTree, but aren't receiving them anymore
You can most easily check by searching for emails sent to you by donotreply@mineraltree.com.
Make note of which case describes your situation - the following steps will refer to these as "type 1" and "type 2."
Check if your email address as listed in MineralTree is spelled correctly
This issue only occurs for issue type 1.
If your user profile was created with the email spelled incorrectly, our emails won't be able to reach you. To check this, have a colleague with access to MineralTree log in and check the Company Profile page's user list.
Check your spam/deleted messages
You may have already checked this, but it's always a good idea to double check - email applications may change their view on certain emails over time whether that's due to automation or manual re-configurations performed by an administrator.
This problem is equally likely for type 1 and type 2 issues.
Check your email folders/filters
This type of issue is quite common! How it looks will depend on the email application you're using (Outlook, Gmail, etc).
With Microsoft Outlook, emails placed in folders may not display in the Inbox. If emails are automatically sent to such folders, you won't be able to find them in your general inbox. Not familiar with how folders work in Outlook? Start with this Microsoft help article to learn more.
This cause is a bit more likely for issue type 2, but can also happen for issue type 1 if an IT admin or similar customized your email account settings.
With Gmail, there are many potential ways to organize incoming emails as listed on this page, but the most common would be a filter which makes the emails skip the inbox. If this is so, the easiest way to check is to use the search bar to check for emails from donotreply@mineraltree.com.
This cause is a bit more likely for issue type 2, but can also happen for issue type 1 if an IT admin or similar customized your email account settings.
Still nothing?
Contact MineralTree support and provide as much of the following information as possible:
- The name of the company you're associated with
- Your MineralTree username (i.e. your email address)
- Note whether you've never received emails from MineralTree or not. If you have, when was the last you received and what was the subject of the email? When should you have received it?
- Note which of the above things you've tried already