We often see this issue caused by SPAM filters on network email servers. If an organization email address is used for both the sending and receiving of emails, the organization's mail server will block the message.

If this issue is happening only when using a form; first confirm if this is an internal network behavior or a problem with the form itself. Include a personal, non-organization email address in the recipients list. If the notification is received to the personal email address, this is a great indication your organization's mail servers are blocking the incoming messages.

NOTE: It's important to note that the form may not contain an actual email address, but might instead look something like this: {admin_email} If that's the case, you'll need to navigate to Settings > General and locate Email Address. The email address in this field populates the {admin_email}. So if the email there is admin@blackbaud.com and you are sending to notifications@blackbaud.com, you're most likely going to have this issue.

To Resolve
  • Simply change either the To or From email in your form to a non-organization email. (From john@aol.com To: notifications@blackbaud.com).
  • Alternatively, you can have your IT team whitelist the IP addresses that SendGrid's emails originate from. As we are on a shared server, there is not a set IP or IP range, and all IPs will need to be whitelisted by your IT team. Those can be found here https://ipinfo.io/AS11377

If not receiving password reset emails; the issue could be that you have an organization email set as the Administrator address, and your organization is blocking the incoming email.

To Resolve
  • Call into Support and let them know you've read this article. They can change the Admin email to their own, allowing you to reset your password.
  • Alternatively, you can have your IT team whitelist the IP addresses that SendGrid's emails originate from. As we are on a shared server, there is not a set IP or IP range, and all IPs will need to be whitelisted by your IT team. Those can be found here https://ipinfo.io/AS11377