FAQ: Why do I not receive emails from Mercell?

There are many reasons Mercell sends emails to our customers. You might encounter issues receiving these emails. To ensure uninterrupted service follow the below steps.

The following are frequent reasons which should all be investigated:

Issues may occur if Mercell emails are being sent to Spam or Junk folders instead of the Inbox. This can be resolved from within email settings by accepting the @mercell.com domain.

How to navigate email settings varies depending on the email provider. Our enterprise customers and/or public sector customers might need to consult their IT Department.

Alternatively, from within the Spam/Junk folder:

Most email providers offer this method of removing email addresses from being sent to Spam and Junk:

Your organisation may have adopted a Secure Email Gateway which will process Mercell emails through a security check before being released to the receiver. Common processing time can be up to 24 hours, causing a delay in receiving the emails.

If you have an active license, have checked your spam folders, and have whitelisted our emails, but you are still not receiving your monitoring alerts, there may be an underlying technical issue on our end.

Please contact the Mercell Support Team. Let them know the steps you have already taken, and they will investigate the technical routing of your emails to resolve the problem.Your organisation may have adopted a Secure Email Gateway which will process Mercell emails through a security check before being released to the receiver. Common processing time can be up to 24 hours, causing a delay in receiving the emails.

If you continue to not receive Mercell emails please raise a ticket with your local support team

Article Ref: 060120260914