We are not getting an email when a client uploads or sends us a secure message. The notification email is not found in spam or junk folder either.

Several email services block messages in a quarantine queue. We provide instructions for Microsoft and Google email services below. For other email services, please let us know and we may be able to help find the relevant instructions. (Jump to instructions for Google Workspace below.)

Microsoft 365

Release from Quarantine List: Microsoft 365

If you are using Microsoft 365 (Office 365) email, you may have to release the blocked emails from the quarantine queue and add encyro.com as a safe domain. See instructions below. 

If using Hotmail, Live.com, or a free Outlook.com account, see this article.

For Microsoft 365, continue below:

1. Go to the MS 365 Quarantine page: https://security.microsoft.com/quarantine (previously https://protection.office.com/quarantine). You may be asked to login with your Microsoft/Office 365 Admin account.
2. You will see a list of emails that have been quarantined in the recent few weeks or so.
3. Find one of the emails where "Sender" is listed as "info@encyro.com" or some address that ends in @no-reply.encyro.com and click that row in the list. A side panel will open toward the right.
4. First click "Submit Message." 
5. In the new window that shows, click "Select All" (to select the message recipients) and then click "Submit." This submits the message to Microsoft for review. 
6. After that, click OK in the popup.
7. In the right panel, click "Release Message."
8. In the window that opens (toward right), make sure "Report messages to Microsoft for analysis" is checked and then click "Release Message." 
9. Click OK in the popup.
10. OPTIONAL: You may use the "Preview Message" option to verify the email content is as expected.
11. Repeat the above for all messages from info@encyro.com and from addresses ending in @no-reply.encyro.com, shown in your quarantined message list.

(Instructions from Microsoft.)

Configure allowed sender In Microsoft Anti-spam settings

For instructions from Microsoft, see this article.

1. Go to https://security.microsoft.com/antispam
2. On the Anti-spam policies page, select the PLUS sign (Create policy) and then select Inbound from the dropdown list to start the new anti-spam policy wizard.
3. On the Name your policy page, configure these settings:
   • Name: Enter a unique, descriptive name for the policy.
   • Description: Enter an optional description for the policy.

4. When you're finished on the Name your policy page, select Next.

5. On the Users, groups, and domains page, identify the internal recipients that the policy applies to (recipient conditions): here you may select Domains   and enter your own email domain (the part after the @ in your email address). Alternatively, you may select Users and enter your own email address.

6. When you're finished on the Users, groups, and domains page, select Next.

7. On the Bulk email threshold & spam properties page, leave the defaults or current settings and click Next.
8. On the Actions page, leave defaults or current settings and click Next.
9. On the Allow & block list page, in the Allowed section, you can configure allowed senders and allowed domains.
10. Select Allowed > Domains: Select Allow domains.
11. In the flyout that opens, select Add Domains and add the following domains:
    1. encyro.com
    2. no-reply.encyro.com
12. When you're finished on the flyout, select Done. On the Allow & block list page, select Next.
13. On the Review page, select Create.
14. On the New anti-spam policy created page, select Done.

Add Encyro.com as a Safe Sender (Allowed sender) via Mail Flow Rule

For instructions from Microsoft, see this article. In short, the steps are:

1. Open the Exchange Admin Center. 
   1. Go to https://admin.microsoft.com/AdminPortal/Home#/homepage
   2. Click "Show all" in the left pane.
   3. Under "Admin Centers" click "Exchange"
2. In the left navigation bar, go to Mail flow > Rules.
3. Click Add a rule, and then Create a new rule.
4. In the New rule dialog box:
   1. Enter a name for the rule, such as "Allow mail from Encyro".
   2. Condition: Under Apply this rule if select The sender > domain is and in the flyout on the right, under specify domain: 
      1. Enter encyro.com, click Add.
      2. Enter no-reply.encyro.com, click Add.
      3. Click Save at the bottom of the flyout

   3. Optional but recommended condition: Under Apply this rule, next to the condition added above, click the PLUS sign to add another condition:

      • Under And, select The message headers and in the box to its right, select includes any of these words.

      • Click Enter text and under specify header name, enter the text Authentication-Resultsand click Save.
      • Click Enter words and in the flyout that opens, under specify words or phrases enter the text dmarc=pass and click Add.
      • In the new empty box that appears, enter text dmarc=bestguesspass and click Add.
      • Click Save to close the flyout.
   4. Action: 
      1. Below Do the following..., select Modify the message properties and in the box to its right, select set the spam confidence level (SCL).
      2. In the flyout that opens ensure that Bypass spam filtering is selected and click Save.
   5. Click Next towards the bottom.
      1. If Next is not enabled, check if you added an extra condition row that is not yet filled in. If yes, remove the blank condition.
   6. Under Set Rule Settings select Enforce. Leave the rest as is.
   7. Again click Next towards the bottom.
   8. Under Review and Finish, click Finish.
   9. After the spinning circle stops, click Done.

Additionally, whenever Microsoft blocks a legit email, you should submit it to Microsoft following their instructions to submit good emails.

Google Workspace

Release from Quarantine Queue: Google Workspace

Please see instructions from Google at https://support.google.com/a/answer/6104172?hl=en. 

Receiving Emails to a Google Group

If the email address used for your Encyro account is set up as a Google Group, then make sure that external senders are allowed to send to your Google group: 

• The organization admin must have enabled: Group owners can allow incoming email from outside the organization per these instructions from Google: https://support.google.com/a/answer/167097#external.
• The group owner should have enabled external senders. Go to admin.google.com and find the group you want to edit. Then add a checkmark in the box for External > Publish Posts and click Save toward the bottom. Instructions: https://support.google.com/a/users/answer/10376887 (see "Who can Post")

If you still cannot receive email to the group address, the incoming emails may be stuck in the moderation queue. Typically Google will send the group owner an email about messages held in the group's spam or moderation queue with links to allow or deny the message. However, you may also do the following if you do not find that email:

1. Go to your Google "My Groups" page: https://groups.google.com/my-groups 
2. Click on the Gear icon to the right, in the row for the relevant group name.
3. Click on the group name and then "Pending." 
4. Find the Encyro email that is held in this blocked list. Click it and then select the button for "allow all future posts from this author" (or similar) towards the top right.
5. Release the email from the blocked list.