Overview

Use this troubleshooting guide if you are not receiving emails from Client Dispute Manager, including notification emails, CC emails, verification emails, and other system-generated emails.

Before contacting Support, complete the steps below to determine whether the issue is related to the email address, inbox, email verification, or email provider.

General Email Troubleshooting

Step 1: Check Your Spam and Other Email Folders

First, check all folders in your email account. The email may have been automatically filtered by your email provider.

Check your:

• Spam or Junk folder

• Promotions folder

• Updates folder

• Other filtered folders

Also, make sure your email account has available storage space. If the mailbox is full, new emails may not be delivered.

If you find an expected email in Spam or Junk, mark it as Not Spam to help future emails reach your inbox.

Step 2: Double-Check the Email Address

Verify that the email address saved in the software is correct.

Look carefully for:

• Misspelled email addresses

• Missing letters or numbers

• Incorrect email domains

• Extra spaces

• An old or inactive email address

Correct the email address if necessary, save your changes, and try again.

Step 3: Check Email Filters and Blocked Senders

Review your email account's settings to make sure incoming emails are not being automatically blocked, deleted, or moved to another folder.

Check for any:

• Blocked senders

• Email filters

• Inbox rules

• Automatic forwarding or deletion rules

If you're using a business email account, your company's email security settings may also be filtering the messages.

Step 4: Try a Different Email Address

If everything appears correct but you are still not receiving emails, temporarily try a different email address.

Trigger the email again using the alternate address.

If the alternate email receives the message successfully, the issue may be associated with the original email address or email provider rather than the software.

Step 5: Contact Your Email Provider

If the email still isn't being received, contact your email provider.

Ask them to check whether messages are being:

• Rejected

• Blocked

• Quarantined

• Filtered before reaching your inbox

This is especially important if another email address successfully receives the same type of message.

Additional Email Troubleshooting

Verify and Activate Your Email in Manage Email

If you're having problems sending or receiving emails associated with your business email, check that the email has been verified and activated under Manage Email.

If the email has not been verified:

1. Go to Manage Email.

2. Begin the email verification process.

3. Check your inbox and Spam/Junk folders for the Amazon verification email.

4. Open the email and click the Amazon confirmation link.

5. Log back into Client Dispute Manager.

6. Return to Manage Email.

7. Click Activate.

8. Once successfully activated, your business email can be used for communication.

Re-Verify an Email That Is Already Verified

If your email already shows as verified but emails are still not working, try re-verifying it.

1. Go to Manage Email.

2. Click Edit.

3. Temporarily change the email address to another email address.

4. Click Save.

5. Click Edit again.

6. Change it back to the original email address you want to use.

7. Click Save.

8. Complete the email verification process again.

9. Check your inbox and Spam/Junk folders for the Amazon verification email.

10. Click the confirmation link.

11. Return to Manage Email and complete the activation.

Then test the email again.

Additional Check for CC Emails

If the problem only affects CC emails, verify that the CC email address is entered correctly in the appropriate software setting.

Also test the CC address using the troubleshooting steps above to determine whether the issue is specific to that email account.

When to Contact Support

If you have completed all of the troubleshooting steps and are still not receiving emails, contact Client Dispute Manager Support for further assistance.

When contacting Support, provide:

• The email address experiencing the issue

• The type of email you are expecting, such as a notification or CC email

• Approximately when the email was supposed to be received

• Whether you checked Spam/Junk and other folders

• Whether you tested another email address

• Whether your business email has been verified and activated

• Whether you contacted your email provider

• Screenshots of any errors, if applicable

This information will help Support investigate the issue more efficiently.