KB: Email Notification for Account Activation or Password Reset Not Received

Solution Details

Activation or reset email never arrive

Sometimes, customers do not receive email notifications for their account activation, password reset, or other automated communication. These emails are sent but never reach the inbox due to filtering, blocking, or bounce issues on the customer’s side.

Email systems block or reject notifications

The customer's mail server or security system may block emails coming from domains used for Altium notifications. Common causes include:

• Email server downtime or unavailability
• DNS resolution issues
• Strict spam or filtering rules
• Misconfigured SPF, DKIM, or DMARC
• Mail gateway or firewall rejecting automated notifications

When email delivery repeatedly fails, global email delivery platforms may automatically stop attempting delivery.

Actions to restore email delivery

Customers should work with their IT/email administrator to whitelist required domains, verify mail server policies, fix DNS issues, and ensure their email server is reachable from the internet. If issues persist, customers may use an alternative email address or contact Support for manual assistance.

Steps to troubleshoot and resolve the issue

1. Basic User Checks
   • Check Spam, Junk, Quarantine, and Clutter folders.
   • Review personal inbox rules that may redirect or delete automated emails.
2. Whitelist Required Domains (IT Administrator Action Required)

   Ensure the following domains and email addresses are allowed:

   • mailout.altium.com
   • support.request@altium.com
3. Review Email Server Policies

   Ask your IT team to verify that:

   • Automated emails are not being blocked or filtered.
   • Security rules are not rejecting messages based on size, rate limits, or reputation.
   • The email server accepts external delivery attempts.
4. Verify DNS & Authentication Records

   Ensure your domain has properly configured:

   • MX (Mail Exchange) Records
   • SPF (Sender Policy Framework)
   • DKIM (DomainKeys Identified Mail)
   • DMARC (Authentication Policies)

   Incorrect or missing DNS records can cause external services to treat the email server as unreachable.

5. Check Email Server Availability

   Your IT team should confirm:

   • The server is reachable from the public internet.
   • No firewall, gateway, or filtering system is blocking inbound SMTP traffic.
   • No intermittent downtime or connection failures.

   Repeated unavailability can lead mail services to temporarily stop sending messages.

6. Port & URL Requirements

   No special ports or URLs need to be opened specifically for Altium email delivery.

   However, ensure:

   • Standard SMTP ports are not blocked:
     • 25 (SMTP)
     • 465 (Secure SMTP)
     • 587 (SMTP with TLS)
   • No security policies block URLs or domains included in Altium activation or password reset messages.
7. Use an Alternative Email Address

   If your corporate server consistently blocks messages, consider using a different email address for account activation or password reset.

8. Contact Support

   If the issue persists after completing all the above steps, contact the Support team for assistance with activation or password reset using alternative verification methods.

Additional Notes

• Repeated bounce events may cause external email platforms to temporarily stop message delivery.
• Email servers with persistent issues may also fail to receive messages from other external services.
• It is recommended to review email server logs to identify root causes.

References

• Amazon SES Deliverability Concepts
• Amazon SES Bounce Handling
• Altium Ports and Urls that needs to be whitelisted