Troubleshooting email delivery issues

Emails are not delivered at all or are significantly delayed

Some organizations allow incoming emails to be received only from whitelisted services.

To improve email delivery, an IT professional can change the configuration of the network or email firewalls to allow emails from SpotMe to be received.

Below are some steps that can help with this:

1. Contact an IT professional or IT department within your organization, or ask your workspace/app users to do the same.
2. Ask the IT department to whitelist emails coming from spotme.com as well as the following IP address: 198.2.132.142.
3. Once the SpotMe domain and IP addresses have been whitelisted, retry sending an email.

If the IT department is unable to make the changes:

• For app download emails, use internal mass-emailing tools to launch your app.
  
  
• For app activation emails, review the available activation workflows, or  contact SpotMe support to assist you in setting one up that does not rely on a timely email delivery.

Activation link doesn't launch the SpotMe app

Some apps such as Blackberry Work (previously known as Good for Enterprise) prevent the launching of 3rd-party apps from an email.

Your IT administrator can change the configuration of such apps. To do so you can:

1. Contact an IT professional or IT department within your organization, or ask your workspace/app users to do the same.
2. Ask the IT department to whitelist spotme and spotme-* schemas in BlackBerry Work (or point them to this page).
3. Test that the app launches together with your IT professional.

If the IT department is unable to make the changes:

• Review the available activation workflows.
  
• Contact Backstage Support to assist you in setting one up that does not rely on timely email delivery.