Not getting the emails you expect is frustrating. Matrix Insights periodically sends several different messages, including Action Item reminders, TeamPulse survey invitations, and more. Here are the most common reasons for why you are not receiving Matrix Insights email messages, and what you can do to assure that you receive all messages in the future.
Spam/Junk filtering is the most likely reason Matrix Insights messages are not getting through to your inbox. And since filtering can be accomplished in multiple ways, it makes it tough to pinpoint exactly where the problem lies.
Most companies have rules established on their email servers which will limit which incoming messages can get through to employees. Further, you can also establish rules for your own account that refine which messages get to your inbox. And, if you use email providers such as Google Gmail, Microsoft Outlook/Hotmail, or Yahoo, those services can also block certain messages.
We recommend that you take the following steps in this order. Keep in mind that every email provider and client is a bit different, so the terminology may be somewhat different in your case.
- Add @matrixinsights.com to your address book and/or “safe senders” list. This is the best way to assure all messages from us get to your inbox.
- Search your Spam or Junk folder. Some programs call the folder Spam, others call it Junk.
- Review the settings of your email client to determine how that program is treating incoming messages. For instance, do you have your email client setup to only allow messages from people in your address book?
- Review the settings for your email account to determine if the account has restrictions to block messages. For instance, if you use Google, go to your Gmail account within a web browser and access the settings page. There you will find multiple options for how Gmail messages are filtered for your account. Other email providers have similar settings options.
- Contact your company’s IT department. Ask them to research why messages from @matrixinsights.com would not be getting through. They will be able to “white list” @matrixinsights.com so that you and others in your organization will receive messages properly. See instructions below for white-listing.
There are several other possible reasons you are not able to find email messages from Matrix Insights, so if the above steps do not solve the problem, check the following:
- @matrixinsights.com addresses have been blocked by mistake. Some email programs have a “thumbs down” or “move to junk” button that will prevent future emails from that sender from reaching your inbox.
- Email filters or rules are moving incoming messages from @matrixinsights.com to a different folder.
- Email quotas have been reached, so new incoming messages are not allowed.
White Listing Instructions
To ‘white-list’ a sender as safe, find your email application in the list below, and follow the steps shown.
Gmail
1. Open an email from the sender that you want to whitelist.
2. Click on the little down-pointing-triangle-arrow next to “reply.”
3. Click Add email to contacts list to finish.
Apple Mail
1. Click email in the header of the message you’re viewing.
2. Click Add to finish.
Mac Mail
1. Click Address Book .
2. Click File.
3. Click New Card.
4. Enter the email address and additional information if you wish.
5. Click Edit to finish
Microsoft Outlook 2003
1. Open the email message from the sender you want to add to your address book.
2. Right-click Click here to download images in the gray bar at the top of the message.
3. Click Add Sender to Senders Safe List to finish.
Outlook 2007
1. Right-click on the email you received (in the list of emails).
2. Click Junk E-mail.
3. Click Add Sender to Safe Senders List to finish.
Outlook 2010
1. Click the Home tab.
2. Click Junk.
3. Click Junk E-mail Options.
4. Click Safe Senders.
5. Click Add.
6. Enter email and additional information if you wish.
7. Click OK to finish.
iOS Devices – iPad, iPhone, iPod Touch
1. On any message, tap the sender and add to either a new contact or an existing contact:
Android Devices – Samsung, Google Nexus, others
1. In the default email client, touch the picture of the sender.
2. Click OK to add to contacts.
NetZero
1. Click the Address Book tab on the top menu bar.
2. Click Contacts.
3. Click Add Contact.
4. Enter email and additional information if you wish.
5. Click Save to finish.
Yahoo! Mail
1. Open the email message from the sender you want to add to your address book.
2. Click Add to contacts next to email.
3. On the Add Contact popup, add additional information if needed.
4. Click Save to finish.
Windows Live Hotmail
1. Open an email from the sender that you want to whitelist.
2. Click Add to contacts next to email to finish.
Mozilla Thunderbird for PC
1. Click Address Book.
2. Make sure Personal Address Book is highlighted.
3. Click New Card. This will launch a New Card window that has 3 tabs: Contact, Address & Other.
4. Under Contact, enter email and additional information if you wish.
5. Click OK to finish.
Mozilla Thunderbird for Mac
1. Click Address Book.
2. Make sure Personal Address Book is highlighted.
3. Click New Card. This will launch a New Card window that has 3 tabs: Contact, Address & Other.
4. Under Contact, enter email and additional information if you wish.
5. Click OK to finish
AOL Mail
1. Click Contacts in the right toolbar.
2. Click Add Contact.
3. Enter email and additional information if you wish.
4. Click Add Contact button in the popup to finish.
Comcast
1. Click Preferences from the menu.
2. Click Restrict Incoming Email.
3. Click Yes to Enable Email Controls.
4. Click Allow email from addresses listed below.
5. Enter email you want to whitelist.
6. Click Add.
7. Click Update to finish.
Earthlink
1. Click Address Book.
2. Click Add Contact.
4. Save WhatCounts as a contact.
5. Click save.
If you need further assistance, please Contact Us.