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What to do when you're not receiving emails sent by STILINGUE?

  • Updated

Index: 

  1. Introduction
  2. How it Works
  3. I'm not receiving alerts
  4. I'm not receiving token expiration/authentication failure emails

Introduction

Email communication is an integral part of the communication process between STILINGUE and its clients to ensure the receipt of alerts about specific publications, password changes, access invitations, system updates, announcements, and more. If you are not receiving these emails, it's important to investigate the reasons that may be causing this situation.

If you use an email with your own domain, please contact your email support to learn how to mark STILINGUE as a trusted sender.

How it Works

The first step in identifying any impediment to receiving STILINGUE's emails in your inbox is to determine if there is any blocking issue that can be resolved by your company's IT team. STILINGUE's Infracorp team can assist in this analysis by contacting the technicians through a call.

For proper access to our platform, it's necessary for your company's IT team to grant access to a few essential tools/plugins for all operators that assist us in monitoring usage and potential system problems. These are:

  • Zendesk (support and customer service tool):
  • SendGrid (Responsible for the invitation emails and log of our platform):

These two tools are essential to ensure email delivery. 

Before contacting the Customer Support team, analyze what can be checked and understand the possible solutions based on the situations below:

I'm not receiving alerts

Access the article Creating New Alerts to learn how to receive notifications about specific publications based on customized criteria in the Alerts section. 

 

Step 1

If you have the alert feature activated for your search but are not receiving it via email (keeping in mind that each type of alert has a specific sending schedule), it's important to identify the specific alert and verify if the registered email is correct. 

Step 2

Hover over the email list to ensure that your email appears as a contact. If the list is empty while performing this action, it means that only the creator of the alert will receive the email.

 

I'm not receiving token expiration/authentication failure emails

The access token can be understood as a key to open a drawer. This "key/lock" is constantly changed to ensure that what's inside the drawer remains secure and in the hands of a responsible user. Within STILINGUE, the token allows for the collection and analysis of data from your proprietary pages and is renewed every 90 days. 

To remind users of this timeframe, STILINGUE sends emails to account users regarding the need for token renewal. These emails are sent when there are 60, 30, 15, and 7 days left before the token expires.

Only users with master permissions within STILINGUE receive these notification emails.

 

Step 1 

Check the My Connections area to see if there's an authentication failure on the proprietary page. 

 

Step 2

Contact the user with master permission (if you're not the one) and account administrators to confirm if any of them received the authentication failure notification. In a normal situation, all master and admin users should receive this email.

 

 

For more information, please refer to the discussion on this topic in our community or watch the videos on our channel. 😃

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