Known issues in Staffology HR

This topic lists any outstanding known issues, together with any workarounds available. You can also view fixed issues.

We are actively working to resolve these issues and will release fixes as soon as possible.

Issues with receiving emails

Published: 30/7/2024

Here are some questions and answers to the email issues you may be experiencing.

Question:

Why am I not receiving emails from Staffology HR?

Answer:

Your email may be on the suppression list.

Understanding suppression lists

Suppression lists prevent messages from sending to recipients who have opted out, marked emails as spam, or whose email addresses are deemed problematic. However, legitimate emails are sometimes included in these lists, causing users to miss important communications.

This section explains why this happens and provides solutions to address and prevent it.

Question:

What is a suppression list and why do users end up on them?

A suppression list is a collection of email addresses flagged as problematic for various reasons, including:

  • Emails have bounced back as undeliverable. Addresses with incorrect or inactive accounts are often added to suppression lists to avoid repeated sending failures.

  • Users or your company have marked emails coming from IRIS as spam. If recipients mark our emails as spam, their addresses may be added to suppression lists to prevent further issues and protect our email domain / cloud reputation.

  • Our ESP (Email Service Provider – Amazon) deemed these addresses problematic due to previous issues. Service providers may add addresses to suppression lists based on historical data, such as high bounce rates and low engagement.

Prevent legitimate emails from being suppressed: how we can help

  • Make sure all employees (who need to receive emails) have a valid and legitimate email address in the system.

  • Make sure your organisation has not blocked or marked IRIS emailsas spam.

  • Work with your IT department and make sure your implementation of the SPF record is correct, it needs to include [include:amazonses.com], for example, "v=spf1 include:amazonses.com -all"

    (If you need any assistance with configuring your SPF record, please raise a support ticket).

  • If you suspect your organisation or individuals are on a suppression list and you would like us to clear them, please raise a support ticket. (This is a temporary fix. If emails continue to be blocked or undeliverable, they may be added back on the suppression list.)