If you have stopped receiving your expected email alerts or monitoring emails, there are a number of reasons this might happen. Review the suggestions below to identify the cause for you. There may be multiple reasons, so take them all into account.
1. Verify Your License Status
Check if this could be due to a change in your subscription plan or an inactive license. You will need to log in to your account to verify your current status.
How to check: Navigate to the My Profile section. You will be able to see if your license is currently active (On) or inactive (Off).
Need to make changes? Basic users have read-only access to this page and cannot amend the license status themselves. If you see that your license is inactive and needs to be turned back on, you must either:
Use the Admin Menu (if you have the necessary permissions).
Contact your Organisation Administrator to have them update it for you.
Reach out to Mercell Support for assistance.
2. Check Spam and Junk Folders
If you have logged in and confirmed that your license is active, the alerts are likely being sent but are getting caught by your email provider's security filters.
Check your Spam or Junk folders for the missing alerts.
Tip: To prevent this from happening in the future, be sure to whitelist Mercell's email addresses in your email provider. This tells your email provider that our messages are safe and ensures they are delivered straight to your inbox.
3. Use of a Secure Email Gateway
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.
4. Contact Support for Technical Issues
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.
Article Ref: 270420261038