FAQ: Why Are Users Not Receiving Emails?

If users are not receiving email notifications from Abacus, it may be due to one of the following reasons.

Notifications Have Not Been Enabled in the User's Personal Settings

The Notifications tab under Personal Settings allows users to opt in or out of notifications related to their Abacus account activity.

See Manage Email Notification Settings in Abacus to learn how to enable notifications.

The User's Email Was Added to the Suppression List

When a notification email is bounced, all subsequent emails are suppressed. The suppression list is automatically populated when our system detects undeliverable addresses or when recipients unsubscribe or mark our emails as spam.

New employees are often added to this list because emails from Abacus are sent to their addresses before your IT team has activated them. To prevent this, please ensure that new users are not invited until their email setup is complete and has been confirmed operational.

Once the email address is active, our support team can remove it from Abacus' suppression list. If a user needs to be removed from the suppression list, please submit a request to our support team using our help center form.