A lack of XTM Cloud email notifications can occur for many reasons. Below are the most common causes for which users might not receive them.

Wrong email address is entered in the user’s setting in the XTM Cloud UI

It might sound trivial, but user accounts are created by Project Managers who sometimes make mistakes and enter the wrong email address when entering the user's login credentials. Alternatively, such an address might have been changed at a later time without the user's knowledge.

Solution: Contact your XTM Cloud project managers and verify that your email address is correct in the system.

Message was bounced by an email provider (company that is hosting your email account)

Some email providers decide to block (bounce) messages coming from XTM International, based on traffic.

Solution: If the XTM International Support team tells you that your message could have been bounced, contact your email provider as soon as possible and ask them to whitelist your local XTM Cloud instance.

Message was sent to the spam folder

Solution: Check your spam folder in your mailbox before submitting a ticket to the XTM International Support team. Our notifications are send to the spam folder by email provider algorithms and are still accessible. Try to create appropriate rules to filter your emails as required.

Custom configuration, created at the request of your company, is present on the server

In XTM Cloud, configuration settings specify which notifications will be sent and which will not, increasing or limiting the number of notifications that will be sent.

Solution: If you expected to receive a notification, but it did not reach you, the spam folder is empty, and your XTM Cloud project manager has told you that assignment has been performed correctly, ask internally if your company has asked the XTM International Support team to create a custom mailing configuration. You can also contact us directly, and our engineers will check the server'’s back-end.

Messages are blocked by an internal network firewall or proxy

If you are operating on a standalone server (only one company present on the server), you are likely to have had your own IT infrastructure built, and your colleagues from the IT department might have set up firewalls or proxies to ramp up the security of your server (click here for more information).

Solution: Before contacting the XTM International Support team, it is a good idea to ask your IT team if incoming messages are being blocked in some way.

Messages related to a specific project are being sent to all the Project Managers

Sometimes, when a new project is created and worked on, notifications keep being sent off to all the Project Managers, even though they are not involved in the project any way.

Solution: This is probably because the project has no user (Project Manager) assigned in the Project Editor → General info → Project Manager.

The same situation can occur in the case of subcontracted projects. A specific project manager for that LSP needs to be assigned in Users → LSPs → LSP Editor → General → Project Manager.

The actions above can only be performed by project managers. Once the appropriate PM is selected, all the email notifications related to a specific project will be sent this user alone.