Automated Email Delivery Issues
Nearly all VENZA Systems users successfully receive their automated account activation or password reset emails. However, in rare instances, a user might report not receiving these communications.
Some of the most likely reasons a user may not have received an email include:
- Incorrect or misspelled email address on the user’s VENZA System account.
- Mistaken filtering to the user’s junk or spam folder.
- Improperly configured security settings by email service provider or third-party spam filter.
- Inaccurate safelisting of the noreply@venzagrc.com domain by the email service provider.
Addressing these common issues will help the user receive necessary communications to begin their training experience.
SES Email Suppression
If all other troubleshooting measures have been exhausted, there can be a very rare occurrence when an external email service prevents delivery to certain users by adding their addresses to a global “block list”, known as the AWS Suppression List.
AWS – Amazon Web Services
Like many businesses around the globe, VENZA relies on Amazon Web Services’ Simple Email Service (SES) to ensure the swift and reliable delivery of emails from VENZA Systems.
This service offers many benefits to both email senders and recipients like our users, including protective measures to block unwanted emails like spam.
However, these tools, while well intended, can occasionally mistakenly impact legitimate communications from us or other businesses using the same service.
Suppression Lists
Though rare, a user’s email delivery might be blocked due to inclusion on one of two Suppression Lists:
Amazon’s Global Suppression List: Managed by Amazon SES, this list safeguards the reputation of shared IP addresses. Users can be added if they label SES-served business emails, including those from VENZA, as spam, blocking future deliveries from any provider using SES.
Account-Level Suppression List: This list is managed by VENZA and proactively maintained to prevent improperly flagged email suppressions. It includes users who mistakenly mark VENZA Systems’ activation and password reset emails as spam. VENZA regularly reviews and updates this list to make suppression at this level unlikely.
Resources
Are you interested in learning more? See the articles below for more information on Amazon SES and Suppression Lists:
Prevention
To prevent email delivery issues in all forms, VENZA recommends the following steps:
- Whitelisting VENZA’s Sender Email Address: Collaborate with your IT department to ensure that the noreply@venzagrc.com email address is whitelisted or marked as a safe sender in your organisation’s spam filters and email service providers. To do so, see the articles linked below:
- Communication Before Major Initiatives: Prior to significant training pushes or launches, make sure to inform and prepare your employees. Clear communication ensures that they expect and recognize emails for VENZA Systems activations or password resets, reducing the likelihood of these emails being marked as spam.
- Accurate Data Entry: Enter email addresses during account setup accurately to avoid sending emails to incorrect or non-existent addresses. Double-check your entries to reduce typos and other errors.
If you encounter any challenges or require assistance, we encourage you to submit a support ticket or contact your assigned VENZA Customer Success Coach directly. Our dedicated team is here to ensure you receive prompt and effective support!