Why am I not receiving emails?

There may be instances where an email that was seemingly sent does not arrive to it's intended recipient(s). There are a handful of reasons why this could occur. The most common reasons are:

• Incorrect email address(es) entered
• Attached files exceed size limit
• Preventive rules / settings with your email provider
• Email caught as SPAM
• Whitelist issues with your email provider

NOTE: cieTrade does not control or manage any of your email settings.

Solutions:

1. Ensure the email addresses entered into the To, CC, and BCC are correct.
2. Ensure the sum of any and all attached files do not exceed 5 MB. 
3. Whitelist the email address of the sender.
4. Whitelist the STMP provider that cieTrade uses:
   1. Name: SendGrid
   2. IP: 168.245.21.81
   3. Domain: smtp.sendgrid.net
5. Review email rules/settings (including SPAM folders and firewall settings).
6. Unless you are using your own mail server, we also recommend setting up an SPF record for our mail transport domain. For more information on this see the topic:  how-to-setup-an-spf-record-on-your-domain

If you are not receiving emails from cieTrade, this may be caused by your email system blocking cieTrade email domains. To fix this issue and begin receiving emails from cieTrade, have your email system allow the following domains by adding them to your safe sender list:

• @cieTrade.com
• @cieTrade.net
• support@cieTrade.net

Allowing these domains will let your email system know that emails coming from cieTrade are safe to display within your inbox. Similarly, if you are expecting your customers to receive emails from cieTrade, they must let their email system know that emails coming from cieTrade are safe to display within their own inboxes. If you are unsure of how to add these domains to your safe sender list, please contact your IT department or search for “adding safe sender email addresses” for your email provider. 

If none of these options help:

There are multiple ways to send email from cieTrade. Changing the default option may help. Take a look at the topic  Email-Send-Options

If you have additional questions, please contact the Support Team via email to  support@cietrade.net