Troubleshooting Invalid Email Address Errors and Undelivered Email Notifications in Dockwa
We understand that missing emails can be frustrating for boaters, but we're here to help ensure they don’t miss out on important communications through Dockwa!
If you have a boater report that they're not receiving email notifications from Dockwa, or if you see an "Invalid Email Address" error in their Customer Profile, it is most likely due to the email address having been added to our internal email "Blocklist." This guide will help explain Dockwa's Blocklist, and how to resolve and prevent email sending errors to your boaters.
Why is a boater not receiving Dockwa notifications?
Dockwa uses an email "Blocklist" to prevent us from sending emails to addresses that have repeatedly bounced or marked our email notifications as spam. If an email to a boater bounces back due to being rejected by their inbox, their address will most likely be automatically added to this blocklist.
How to resolve Email Blocklist issues.
1. Verify that the email address is correct
Check the email address listed in the customer profile in Dockwa for any spelling mistakes or typos. Even a small mistype will prevent messages from being sent.
If you spot any errors, update the address and save the changes.
2. Have the Boater check their spam or junk folder
Sometimes Dockwa emails may accidentally be flagged as spam by an email provider. It's a good idea to have the boater check their spam or junk folder to see if Dockwa notifications have been filtered there.
If they find Dockwa emails in their spam folder, the boater should mark them as "Not Spam" to help their inbox recognize these notifications in the future.
3. Contact Dockwa Support to remove the boater's email from the Blocklist
If a boater's address was blocked due to bouncing an email, Dockwa Support can help! Reach out to our team at [email protected] and provide us with the email address (or addresses) that are reporting deliverability issues, and we'll be glad to assist.
Please note that while our Support Team can remove the current Blocklist entry, resolving the cause of the rejection must be done by the boater through their email inbox settings. (See step 4 for further instructions.)
4. Add Dockwa to your Safe Sender list (Whitelist)
To prevent emails from Dockwa from being sent to spam or being rejected, have the boater add Dockwa's email domains to their email provider's Safe Sender list. This tells your email provider that messages from Dockwa are legitimate and should be delivered to your inbox.
Please have the boater whitelist these addresses:
@dockwa.com@messaging.dockwa.com
The following link is an excellent guide for how to add Dockwa to a Safe Sender/Whitelist for most of the major email providers: How to Whitelist an Email in Gmail, Outlook, Yahoo, and More
What happens after the boater is removed from the Blocklist?
Once their email address is updated and unblocked, the boater should start receiving notifications from Dockwa again. If they're still not receiving emails after following the steps above to Whitelist Dockwa as a Safe Sender, it's a good idea to have the boater check with their email provider for further assistance.