Troubleshooting email delivery

Check if you received an Aconex mail.

Email notifications are sent if you are a recipient of an Aconex mail. If the Aconex mail was sent to a different user, then they will receive the email notification. Log in to Aconex and check your Inbox to see if you have received an Aconex mail. You should also check your notification preference.

Check your email notification setting in Aconex.

Check your email notification preference in Aconex is set correctly. If it is set to None, then you will not receive any email notifications.

Is your mailbox full? Are you receiving emails from other sources? 

Check you can currently receive emails from sources other than Aconex. If your mailbox is full it will cause a soft-bounce mail rejection. Persistent mail rejections will cause your email address to be added to the suppression list.

Does your organization or email provider impose a size restriction on incoming emails?

Aconex emails can contain attachments up to 10MB. Check with your IT or email provider that attachments of this size are allowed, otherwise, your email service may send a soft-bounce mail rejection back to Aconex. Persistent mail rejections will cause the email address to be added to the suppression list.

Is your email address entered correctly in Aconex?

Check the email address entered in your account details is correct with no spelling errors or invalid characters. Check you can currently receive emails from sources other than Aconex. An email sent to an invalid address will result in a hard-bounce rejection and the address will be added to the suppression list.

What is the suppression list and how does it impact email delivery?

The suppression list contains a list of email addresses that we will not deliver emails to. Think of it like a 'do not call' register, but for email.

Your email address is automatically added to the suppression list under the following scenarios:

• a hard bounce (e.g., the email address we tried to deliver to does not exist or is incorrect)
• multiple soft-bounces (e.g. your mailbox is full or the email was rejected due to size constraints set by your IT)
• your email service provider reported a previous email sent from our services as spam

On request, your email address can be manually removed from the suppression list, but it will be automatically re-added if one of the above scenarios reoccur. We are unable to add email addresses to a permanent 'allowlist'.