Frontify has a very high email deliverability rate due to our email security protocols. Nonetheless, there are still "forces" outside our control, and emails will sometimes not be delivered anyway. This can be due to:
an email service's spam settings
a company intranet/firewall settings- a hard bounce caused by a full inbox, incorrect, or inactive email address
How to troubleshoot if someone is not receiving Frontify emails
Confirm the email(s) did not end up in spam. If the email(s) is in spam, mark it as "not spam."
Reach out to company IT and ask if @frontify.com domain emails are somehow being blocked.
Ask IT if they see any Frontify emails in "quarantine" that they can release.
If there is a local security product installed, check the settings to ensure Frontify is not being blocked.
Ask your IT team to whitelist noreply@frontify.com to prevent inbound filtering.
Check if the recipient email address had a hard bounce, and confirm the address is active and correct.
Preventive Measures
To avoid future email delivery issues:
Ensure your inbox has enough storage to receive new messages.
Confirm recipient email addresses are active and spelled correctly.
Update security and spam filters to ensure Frontify notifications aren't blocked.
Invitation emails
Existing users
If the recipient already has a Frontify account in your environment, access is granted immediately. The email serves as a notification and doesn't need to be clicked. They can log in directly and navigate to the project or library.
New users
If the recipient doesn't have a Frontify account yet, they must click the link in the invitation email to set their password and create their account before accessing the platform.