FAQ: Troubleshooting Email Delivery Issues

Organizations frequently employ firewalls to segregate network traffic and data streams according to their assessed information security risk levels. A corporate firewall may impact the deliverability of a magic link used for Gradual’s passwordless authentication.

If your community members report that they do not receive a magic link to sign in, here are some steps that you may follow to address it.

• Have them check their entire inbox for the email - this includes the "All Mail", "Spam", "Archived" and "Trash" folders.
  • Certain users' email filters might accidentally archive/delete incoming emails
• Have them add Sender Email to contacts.

  • Your community’s Sender Email can be found in your dashboard’s System Settings (Settings → System Settings).

    

  • Contact IT Support and ask the email sender domain (the domain name that appears after the @ symbol) to be whitelisted.
  • If needed, reach out to Gradual Support for the email sender IP addresses that can be whitelisted. (Most systems can whitelist based on the sender domain, however.)
• If none of the above helps, reach out to Gradual Support.