4 min read

Guide

If you or someone on your team is not receiving emails from monday.com, 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.

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

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 whitelist "*monday.com". A whitelist 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 "whitelist" 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.

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.

Solution 4: Check the Customer Portal

The My requests page joins all of your support tickets into one view.

You can access "My requests" by clicking the "?" symbol in your lefthand menu and clicking "Contact us". Next, 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 whitelist an email address for Outlook, check out this article.

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

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.

If you are an admin, you can check their status by going to the "Users" section. Click "Filter" and filter by "Inactive". From there, you can see if the team member's email address is already in the system. You can reactivate their profile from here. 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 whitelist an email address for Outlook, check out this article.

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

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

I am not receiving notification emails

Solution 1: Check your notification settings

Check your notification settings to see if they match your preferences. To manage your email notifications, click on your profile picture and select "My profile":