4 min read

Guide

If you or someone on your team is not receiving emails from monday.com related to your account, there are a few possible reasons. Use the navigation on the left to locate the issue you're experiencing and see suggested solutions. 

I am not receiving support emails

Solution 1: Check your spam

Check your spam or junk folder to see if the email ended up there. 

You can learn more about your Junk folder on Outlook here. This Microsoft article explains how the Junk Email Filter works and how messages are moved to the Junk Email folder.

If you use Gmail, you can learn more about your Spam folder here. This Google article explains how Gmail identifies spam and how you can find, report, or recover messages from the Spam folder.

Solution 2: Whitelist monday.com

If the first solution didn't solve the problem, reach out to the IT team at your organization and request that they allowlist "*monday.com". An allowlist is a confirmation that the email recipient knows and trusts the sender. This essentially means that monday.com will be added to an approved sender list so that incoming emails from monday.com will never be blocked or moved to the spam folder.

Solution 3: Whitelist Zendesk

If the first two solutions didn't solve the problem, reach out to the IT team at your organization and request that they allowlist Zendesk firewall and IP. Zendesk is the client we use to send support emails. Please take a look at this Zendesk support article for more information. This Zendesk article explains how to configure your firewall so Zendesk traffic (including email-related traffic) isn’t blocked.

Note:  For security reasons, Zendesk changes its IPs at set intervals. So, if this issue reoccurs in the future, this step may need to be repeated. 

The My requests page joins all of your support tickets into one view. The My requests article explains how to access the My requests page and review your submitted support tickets.

Steps: Access the My requests page

1. Click the ? icon in the top right-hand corner of your screen.
2. Select Contact us.
3. Click View your support history.

If you have only one monday.com account associated with your email address, the window will open automatically. If you have more than one monday.com account associated with your email address, you will receive a confirmation email that will redirect you to your submitted tickets.

I am not receiving my confirmation email 

Solution 1: Check your spam

Check your spam or junk folder to see if the email ended up there. 

You can learn more about your Junk folder on Outlook here.

If you use Gmail, you can learn more about your Spam folder here.

Solution 2: monday.com notifications could be blocked

Make sure that notifications@monday.com is whitelisted through your email client.

For instructions on how to allowlist an email address for Outlook, check out this article. This Microsoft article explains how to block or allow senders and adjust Junk Email settings in Outlook.

For instructions on how to allowlist an email address for Gmail, check out this article. This Google article explains how to add senders to an allowlist in Gmail so messages aren’t marked as spam.

My team member is not receiving their invitation

Solution 1: The team member may be deactivated 

The team member may have already been invited to your account and deactivated. Their email address will need to be reactivated.

Steps: Reactivate a deactivated team member

1. Go to the Users section.
2. Click Filter.
3. Select Inactive.
4. Reactivate the team member’s profile.

Once reactivated, they should be able to log in and access the account.

Note: Check out this article for more details about activating and deactivating users or changing team members to guests.

Solution 2: Check your spam

Check your spam or junk folder to see if the email ended up there. 

You can learn more about your Junk folder on Outlook here.

If you use Gmail, you can learn more about your Spam folder here.

Solution 3: monday.com notifications could be blocked

Make sure that notifications@monday.com is whitelisted through your email client.

For instructions on how to allowlist an email address for Outlook, check out this article.

For instructions on how to allowlist an email address for Gmail, check out this article.

I am not receiving my password recovery email

Solution 1: Check your spam

Check your spam or junk folder to see if the email ended up there. 

You can learn more about your Junk folder on Outlook here.

If you use Gmail, you can learn more about your Spam folder here.

Solution 2: monday.com notifications could be blocked 

Make sure that notifications@monday.com is whitelisted through your email client.

For instructions on how to allowlist an email address for Outlook, check out this article.

For instructions on how to allowlist an email address for Gmail, check out this article.

I am not receiving notification emails

Solution 1: Check your notification settings

Steps: Check your email notification settings

Check your notification settings to see if they match your preferences.

1. Click your profile picture.
2. Select My profile.

3. Click the Notifications tab.

4. Scroll down to review your email notification preferences.

For more information on customizing your email notification preferences, check out this article. This article explains how to change your email notification settings and choose which email updates you receive.

Solution 2: Check your spam

Check your spam or junk folder to see if the email ended up there. 

You can learn more about your Junk folder on Outlook here.

If you use Gmail, you can learn more about your Spam folder here.

Solution 3: monday.com notifications could be blocked

Make sure that notifications@monday.com is whitelisted through your email client.

For instructions on how to allowlist an email address for Outlook, check out this article.

For instructions on how to allowlist an email address for Gmail, check out this article.