Email not sending from IO.

Jake Smith shared this problem 58 days ago
Solved

Hi team,

Our template emails are not being sent. I am getting an error message stating "check SMTP settings under Settings > General"

I find no mention of SMTP settings under the General Settings tab. Settings > Email Settings mentions SMTP settings, but is not very helpful in getting the problem fixed.

To be specific, I am trying to send Customer Quote. See image attached

Comments (25)

photo
1

If you go to Settings--Email settings and press edit--There will be a spot in blue that says "Revoke Gmail Permission" You will want to revoke and then regrant. If this is happening on a specific worker login you will want to go to their worker profile and do the same thing at the bottom of the page.

photo
1

This did not work, and for some reason the comment I left previously stating the same is gone. Please advise

photo
1

Which log in are you using? Is this happening for everyone?

photo
1

I am using login jakesmith, and no it is not happening for the other staff in the office today.

photo
1

I just noticed something wrong in your worker file settings...one moment...

photo
1

I am still not able to send emails from my IO login...

I don't know what happened but some settings were changed and I am now getting task reminders sent to me from my gmail account instead of Ryan's. To keep things consistent for our company, please switch that back.

photo
1

We haven't changed anything on our end. We definitely need more details...are you sending emails through IO through your own email...or the company's email?

photo
1

Well something must have changed, I was hoping IO support could help figure it out and get things back to the way they were...

I am using my own company email.. jake@niagarainflatables.com see attached photo for reference.

photo
1

I can fix the login info for you under your workers file but I would need the password for your work gmail

photo
1

A lot of times this info isn't filled out...but Gmail will allow you to send, but there's been a crack down on emails going in and out through applications because of spam...so you need your credentials filled out for it to work. Also, can you give us an example of when you got a task alert when you shouldn't have so we can see why those are going to you? We would need a lead ID#

photo
1

I am receiving the proper tasks, they are just being sent to me from my own gmail account, instead of ryan@niagarainflatables.com. Which is how I used to receive tasks, and how everyone else at the company still receives tasks. I was hoping that could be fixed just to keep things consistent.

What credentials need to be filled out and where? I don't know what "info" isn't filled out...

photo
1

I have filled out everything but the password....but this will have to be done through the admin account on your worker profile...just your work email password needs filled out.

Can you send us a screenshot or lead Id of one of these tasks that are being sent from your gmail account so we can take a look?

photo
1

Actually, I think I know what may have happened....when you go into Settings-->Email Settings --you need to be sure the business email is there. Your individual email info should ONLY be under your workers profile.

photo
1

I have had the admin take a look, and the emails are still not working....


Can you please have Cody take a look at this? This has taken almost 24 hours and we seem to not be any closer to solving the issue... now the emails are only bouncing back for certain (important) clients. I can't keep spending time trying to fix this, please have Cody take a look.

photo
1

I just tested sending an email under your login and it worked for me...Looks like the admin added your email password to the settings. Can you give us an example of a bounced email? Sometimes it has to do with the client's email server but we can take a look.

photo
1

I think we almost got it, but some are still not sending.

Invoice# 5918161 - I cannot send the quote to this customer

photo
1

Sorry for the delay. Tooks some time to figure this out. Turns out this customer's email address had a bad character in it, like a random TAB or something in the beginning that was hidden but causing it to fail. It should work now.

photo
photo
1

Any update on why some emails are not sending?

photo
1

Sorry for the delay...we tested it all out in support without luck, so we have a ticket in for it and hope to hear something soon!!

photo
1

Lead 5918161 had a bad character in the email...please send any others that you aren't able to send to

photo
1

Okay thank you for your help and patience.

By bad character you mean spelling? Could it have been that maybe a space was added as I thought the email address was imported from previous orders.

photo
1

Yes, but not a letter that was incorrect. It was a hidden character like a space, but not actually the "space" key specifically. It was a "Tab" or something similar.

photo
1

great, thanks again!

photo
1

Hi Cody, automated emails are being sent from my account. Can you help me make it the company email again?

photo
photo
1

Go to the main account--Settings--Email Settings. Revoke Gmail permission and then re-grant with the correct email info.