Notification emails going to spam

🛠️ Step 1: Confirm the Email is Actually Being Sent

The most common cause of "I am not getting notifications" is spam-filter behaviour, not a systemHUB bug.

1. Open the specific system document that triggered the notification.
2. Click View History (or check the main Activity Log).
3. Confirm that the Notify event was officially recorded by the platform.

If the event is not logged, the notification was never sent, indicating a platform issue rather than an email routing issue. In this case, skip directly to the "When None of This Works" section.

🗑️ Step 2: Check the Recipient's Spam or Junk Folder

Ask the team member experiencing the issue to thoroughly check the following areas in their email client:

• Spam folder
• Junk folder
• Promotions tab (for Gmail users)
• Quarantine filter (for corporate email security networks)

Instruct them to look specifically for messages arriving from notifications@systemhub.com or any @systemology.com address.

🛡️ Step 3: Whitelist systemHUB Senders

Ask the recipient, or their corporate IT administrator, to add the following addresses to their network's safe sender list:

• notifications@systemhub.com
• noreply@systemhub.com
• All systemhub.com domains

For Gmail and Google Workspace Users

1. Go to Settings -> Filters and Blocked Addresses.
2. Click Create a new filter and set the From field to notifications@systemhub.com.
3. Check the box for Never send to spam and save the filter.

For Outlook and Microsoft Exchange Users

1. Go to Junk -> Junk Email Options -> Safe Senders.
2. Add the systemhub.com domain to the approved list and save.

For Corporate IT Teams

If your company utilizes an enterprise-level firewall, pass this exact list to your IT support desk to whitelist across the entire company network:

• Emails: notifications@systemhub.com and noreply@systemhub.com
• Domain: systemhub.com

🧪 Step 4: Try a Test Notification

Once the whitelisting steps are complete, run a live test to ensure the delivery route is clear:

1. Have a team member open a system document that the recipient is explicitly assigned to.
2. Type a comment using direct tagging (e.g., @name) or trigger an update notification.
3. Confirm whether the email alert lands successfully in the recipient's main inbox.

💡 [INSERT GIF HERE: Visual demonstration of an admin checking the document's View History log to confirm a notification event was successfully dispatched by the system]

🔍 If the Email Still Does Not Arrive

If you have completed the whitelist configuration and the test fails, verify these final settings:

• Check for typos: Go to Settings -> Team and double-check that the recipient's email address is spelled correctly.
• Review profile preferences: Have the user open their personal profile settings to ensure they have not accidentally disabled email alerts.
• Inspect firewall blocks: Confirm with your IT team that corporate firewall rules are not actively blocking incoming traffic from systemHUB mail servers.

❓ When None of This Works

If you have worked through all of the troubleshooting steps and email alerts are still missing, reach out to systemHUB support with the following data points:

• The exact system name and URL where the Notify event was triggered.
• The specific recipient's email address.
• The approximate date and time of the missed notification.

Our engineering support team can inspect our email delivery logs to confirm whether the message was successfully dispatched, accepted by your company's mail server, or bounced.

🎉 You're All Set!

You now have a robust process to diagnose and resolve email notification delivery issues. Configuring your safe sender lists correctly ensures your team never misses critical system updates or action-item tags.