Why am I not receiving Offset Notification emails?
Offset sends notification emails to your Admin Email address, such as the Welcome Email Notification and Member Update Email, in addition to others. If you are sending other Offset transactional emails, but you are not receiving notification emails, your email provider may be blocking or filtering notification emails incorrectly. This is an issue with your email provider, not Offset, but it is typically an easy process to fix it. We recommend that you "whitelist" our notification email address so that your notification messages continue to be delivered to your inbox.
What is a whitelist?
An email "whitelist" is a list of approved senders that is stored in your email account and prevents emails from getting routed to your junk folder. Whitelisting emails is a quick process that typically needs to be done once.
Which Offset Email Address do I whitelist?
All notifications from Offset are sent from the [email protected] email address. It is recommended that ALL new and existing Offset clients should whitelist this email address within their Admin Email account.
What is an Admin Email address and where do I find it in my Offset account?
The Admin Email is an email address you own that serves two distinct purposes. It is where you'll receive email notifications from Offset about your customers' activities, and it is where transactional emails are sent from to your customers for things like order receipts. If you are not sure which email address is your Admin Email address, go to the Settings > Transactional emails page and see which address is listed under the Admin Email. In this example below, the email is [email protected].
How to Whitelist Offset Admin Emails
Adding an email address to your whitelist is different for every email provider. Before you start, make sure that you have access to your Admin Email account.
NOTE: In many cases, if you have access to the Admin Email login, you can do it on your own, but if it is a company email, you may need to contact your email administrator for assistance.
For most email providers, whitelisting requires one or more of the following steps:
Add [email protected] to your list of contacts or address book directly, or (even better) add them from a previously received email.
In cases where the email is being blocked, you may need to remove the email by unbanning the email address or marking it as "Not Spam."
Create an email "Filter" and add [email protected] to make sure it lands in your inbox. This is typically needed for existing clients whose notification emails are ending up in their spam folders.
Instructions for Common Email Providers
Below are some typical steps generated with assistance from AI for common providers. For the most up-to-date instructions, please visit the help centers of the individual email providers.
NOTE: To determine your provider, in most cases, you can look at the domain name after the @ symbol. For example, if the email is [email protected], the domain is gmail. If it is not obvious, check with your email administrator.
Apple Mail
Option 1: Add the sender to Contacts
Open Mail
Open an email from [email protected]
Hover over the sender’s name or email address
Click Add to Contacts (or Add to VIPs)
Save
Option 2: Mark the message as “Not Junk”
If it already landed in Junk:
Open Mail
Go to the Junk mailbox
Select the email
Click Not Junk (top toolbar)
Option 3: Create a Mail Rule
This is best if you want guaranteed delivery.
Open Mail
Go to Mail > Settings (or Preferences) > Rules
Click Add Rule
Set:
If: From Contains (or Is) > [email protected]
Then:
Move Message to Inbox
(Optional) Mark as Not Junk
Click OK, then Apply
Microsoft 365
Option 1: Add to Safe Senders
Go to Outlook.com
Click Settings > Mail > Junk email
Under Safe senders and domains, click Add
Enter [email protected] or @offsetcommerce.com
Click Save
Option 2: Mark message as Not Junk
Open the Junk Email folder
Select the email
Click Not Junk
Yahoo! Mail
Option 1: Add the sender to Contacts
Open Yahoo Mail
Open an email from [email protected]
Click the More (⋯) icon
Select Add sender to contacts
Save
Option 2: Mark the message as “Not Spam”
If the email is already in Spam:
Open Yahoo Mail
Go to the Spam folder
Open the email from [email protected]
Click Not Spam
Option 3: Create a filter
In Yahoo Mail, click Settings > More Settings
Select Filters
Click Add new filters
Set:
From > Contains > [email protected] (or @offsetcommerce.com)
Then deliver to > Inbox
Save
Gmail
Option 1: Add the sender to Contacts
Open Gmail
Open an email from the sender
Hover over the sender’s name in your email from [email protected]
Click Add to Contacts
Option 2: Mark the message as “Not spam”
If the email is already in Spam:
Open Gmail
Go to the Spam folder
Open the email from [email protected]
Click Report not spam
Option 3: Create a filter (best / guaranteed)
Open Gmail
Click the Settings > See all settings
Go to the Filters and Blocked Addresses tab
Click Create a new filter
In the From field, enter:
A specific email: [email protected]
Or a whole domain: @offsetcommerce.com
Click Create filter
Check:
Never send it to Spam
(Optional) Apply the label
Click Create filter
Option 4: Remove from Blocked Addresses
Go to Settings > Filters and Blocked Addresses
Review blocked addresses
Click Unblock if needed for [email protected]
I have followed all the whitelisting steps, and I am still not receiving Offset notifications. What do I do now?
If you have followed the steps above and are still not receiving emails, this most likely means that your email provider is blocking messages before they reach your inbox. Your next step is to search the help center for your specific email provider or reach out to your email provider support for instructions on how to unblock [email protected].