If users aren’t receiving email notifications (e.g., for absence requests, calendar invites, or activation links), this guide will help identify potential issues and provide solutions.

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Common causes of undelivered emails

  1. Outlook calendar synchronization is enabled: This bypasses email invitations by directly updating users’ calendars.
  2. Invitation emails were not sent: The invitation setting might have been disabled.
  3. User accounts are inactive: Notifications are not sent to inactive accounts.
  4. Email filters or spam rules are blocking absentify notifications: Emails might be routed to spam or blocked by IT policies.
  5. Delivery errors are logged in email history: Check absentify’s email history for specific issues.

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Checking email history in absentify

absentify provides an Email History tab to help diagnose delivery issues.

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Steps to check email history:

  1. Navigate to Settings > Users.
  2. Select the user experiencing the issue and open their profile.
  3. Click on the Email History tab.
Here, you’ll see:
  • Status: Sent, Bounced, or Failed.
  • Timestamp: When the email was sent.
  • Reason for failure: For example, an invalid email address or a blocked domain.
Address any issues based on the logged reason (e.g., update the email address or whitelist absentify’s domain).

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Outlook calendar synchronization

When Outlook calendar synchronization is enabled, absences are automatically added to users’ calendars, skipping email invitations.

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How to check and adjust:

  1. Navigate to Settings > Microsoft.
  2. Disable the Outlook calendar synchronization toggle if you prefer email invitations.

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Invitation emails not sent

If users didn’t receive their invitation emails, check the Send invitation mail setting.

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Steps to resolve:

  1. Manually invite the user:
  2. Enable automatic invites for future users:
    • Go to Settings.
    • Ensure the Send invitation mail toggle is active.

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Account not activated

Users must activate their accounts by logging into absentify at least once to start receiving notifications.

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What to check:

  • Confirm if the user has logged in.
  • If not, resend the invitation or provide the login link.
For more details, refer to our guide on activating users.

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Email filters or rules blocking absentify notifications

If emails still aren’t arriving, they may be blocked by company-wide email rules or spam filters.

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How to whitelist absentify emails in Microsoft 365

  1. Add absentify to Safe Senders List:
    • Log in to the Microsoft 365 Defender Portal (https://security.microsoft.com).
    • Navigate to Policies & rules > Threat policies > Anti-spam policies.
    • Add notifications@mails.absentify.com to the Safe Senders List.
  2. Set up mail flow rules in Exchange:
    • Log in to the Microsoft 365 Admin Center.
    • Navigate to Exchange > Mail flow > Rules.
    • Create a new rule with the following settings:
      • Name: Allow absentify emails.
      • Condition: Apply this rule if... > The sender > Domain is > mails.absentify.com.
      • Action: Do the following > Modify the message properties > Set spam confidence level (SCL) to -1.
      Save the rule to allow emails from absentify to bypass spam filters.

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Advanced troubleshooting options

  1. Check quarantine settings:
    • Log in to the Microsoft 365 Defender Portal (https://security.microsoft.com).
    • Go to Review > Quarantine.
    • Search for emails from notifications@mails.absentify.com and release them if needed.
  2. Enable detailed email tracking:
    • Navigate to the Exchange Admin Center.
    • Select Mail flow > Message trace.
    • Search for the user or email domain to identify any delivery issues.
  3. Review Advanced Threat Protection (ATP) policies:
    • If ATP is enabled, add mails.absentify.com as a trusted domain in your anti-phishing and Safe Links policies.
  4. Domain configuration:
    • Ensure your organization’s email security policies support the domain mails.absentify.com.
absentify emails are sent via the Microsoft Azure Email Service, which uses dynamic IPs. Whitelisting the domain ensures reliable delivery without IP-specific settings.

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Need assistance?

If you’re still experiencing issues, contact our support team. We’re here to help resolve any email delivery problems.