The Cezanne HR system sends out e-mails to users, including:
- Welcome E-mails
- Password Reset E-mails
- Notification E-mails
This article gives an overview of how we send e-mails and what to do if your users are not receiving e-mails from the system.
How are e-mails sent from Cezanne?
To send e-mails, we use Amazon Simple E-mail Service (SES). This means that when an e-mail is generated from the system, it is sent by Amazon on behalf of Cezanne.
When a user receives the e-mail from Cezanne, it will normally be sent from "donotreply@cezannehr.com" or "donotreply@cezannehr.com on behalf of someone@mycompany.com".
What should I check if users are not receiving e-mails?
When e-mails are not being received correctly, always first check the E-mail Log within Cezanne. For more information, see: E-mail Log.
Using the E-mail Log, you can see the status of the e-mails which have not been received. The following are the most common issues:
- Delivered and Bounced -Amazon has attempted to send the e-mail but your server is busy for some reason and has not accepted the e-mail. In this scenario, you should:
- Check that the user's mailbox is not full
- Wait for Amazon to resend the e-mail (which should happen automatically after a short time)
- Resend the e-mail from the system
- Delivered- This means that Amazon has delivered the e-mail but your e-mail provider's spam filter has marked it as spam, this could be due to the subject of the e-mail e.g. "Edit my Bank Details", which could be seen as spam by a filter. In this scenario, you should:
- Check with your IT Team to make sure this is the problem.
- Then you can try to either change the subject line of the e-mail or add the Cezannehr.com domain name and donotreply@cezannehr.com to your whitelist to pass spam filtering.
- Hard Bounce- This is most likely because the e-mail address is blocked by Amazon SES. The most common reasons for this scenario are either a typo in the e-mail address or if you have added a new employee with a user account on the system but haven't set their e-mail up yet. To unblock the e-mail address, you should:
- Make sure the e-mail address has no typos.
- Make sure that your IT Team has activated that person's e-mail.
- If the e-mail is correct and has been activated, contact Cezanne Support to ask us to remove this e-mail from the Amazon blocked list.