> ## Documentation Index
> Fetch the complete documentation index at: https://absentify.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Troubleshooting email delivery issues
> Resolve email delivery issues in absentify when notifications, calendar invites, or activation links are missing — check spam, tenant rules, and DNS.
If users aren’t receiving email notifications (e.g., for absence requests, calendar invites, or activation links), this guide will help identify potential issues and provide solutions.
## Checking email history in absentify
absentify provides an [Email History](/docs/en/roles/hr_admins/settings/users/edit/email-history) tab to help diagnose delivery issues.
**Steps to check email history:**
1. Navigate to **Settings** > **Users**.
2. Select the user experiencing the issue and open their profile.
3. Select the **Email History** tab.
Here, you’ll see:
* **Status**: Sent, Bounced, or Failed.
* **Timestamp**: When the email was sent.
* **Reason for failure**: For example, an invalid email address or a blocked domain.
Address any issues based on the logged reason (e.g., update the email address or whitelist absentify’s domain).
***
## Common reasons for email delivery issues
If no issues are visible in the **Email History** or if emails are still not being received despite a "Sent" status, consider the following possible reasons:
1. **[Outlook calendar synchronization is enabled](/docs/en/roles/m365admins/troubleshooting/email_delivery_issues#outlook-calendar-synchronization)**\
This bypasses email invitations by directly updating users' calendars.
2. **[Invitation emails were not sent](/docs/en/roles/m365admins/troubleshooting/email_delivery_issues#invitation-emails-not-sent)**\
The invitation setting might have been disabled during setup.
3. **[User accounts are inactive](/docs/en/roles/m365admins/troubleshooting/email_delivery_issues#account-not-activated)**\
Notifications are not sent to inactive accounts.
4. **[Email filters or spam rules are blocking absentify notifications](/docs/en/roles/m365admins/troubleshooting/email_delivery_issues#email-filters-or-rules-blocking-absentify-notifications)**\
Emails might be routed to spam or blocked by IT policies.
***
### Outlook calendar synchronization
When `Outlook calendar synchronization` is enabled, absences are automatically added to users’ calendars, skipping email invitations.
**How to check and adjust:**
1. Navigate to **Settings** > **Microsoft**.
2. Disable the `Outlook calendar synchronization` toggle if you prefer email invitations (iCal events).
For more information on how the Outlook calendar sync feature works, refer to the\
[Outlook calendar synchronization guide](/docs/en/roles/hr_admins/settings/microsoft#1-outlook-calendar-synchronization).
***
### Invitation emails not sent
If a user didn’t receive their invitation email, you can manually invite them to join absentify.
**Steps to resolve:**
1. Share the login link: [https://app.absentify.com/login](https://app.absentify.com/login)
2. Ask the user to sign in with their Microsoft account or magic link
3. Once signed in, they should select **Join an existing company** to connect to your workspace
***
### Account not activated
To start receiving notifications, users must activate their account by logging into absentify at least once with the **Microsoft login** option.
**What to check:**
* Confirm whether the user has signed in at all
* Ensure they used the **Microsoft login**, as notifications are not sent to magic link accounts
* If not activated, resend the invitation or share the [login link](https://app.absentify.com/login)
For step-by-step instructions, see our guide on [activating users](/docs/en/roles/hr_admins/settings/users/edit/access-permissions).
***
### Email filters or rules blocking absentify notifications
If emails still aren’t arriving, they may be blocked by company-wide email rules or spam filters.
#### How to whitelist absentify emails in Microsoft 365
1. **Add absentify to Safe Senders List**:
* Log in to the **Microsoft 365 Defender Portal** ([https://security.microsoft.com](https://security.microsoft.com)).
* Navigate to **Policies & rules** > **Threat policies** > **Anti-spam policies**.
* Add `notifications@mails.absentify.com` to the **Safe Senders List**.
2. **Set up mail flow rules in Exchange**:
* Log in to the [Microsoft 365 Admin Center](https://admin.cloud.microsoft/exchange?ref=/homepage#/homepage).
* Navigate to **Exchange** > **Mail flow** > **Rules**.
* Create a new rule with the following settings:
* **Name**: *Allow absentify emails*.
* **Condition**: `Apply this rule if... > The sender > Domain is > mails.absentify.com`.
* **Action**: `Do the following > Modify the message properties > Set spam confidence level (SCL)` to **-1**.
Save the rule to allow emails from absentify to bypass spam filters.
***
## Advanced troubleshooting options
1. **Check quarantine settings**:
* Log in to the **Microsoft 365 Defender Portal** ([https://security.microsoft.com](https://security.microsoft.com)).
* Go to **Review** > **Quarantine**.
* Search for emails from `notifications@mails.absentify.com` and release them if needed.
2. **Enable detailed email tracking**:
* Navigate to the **Exchange Admin Center**.
* Select **Mail flow** > **Message trace**.
* Search for the user or email domain to identify any delivery issues.
3. **Review Advanced Threat Protection (ATP) policies**:
* If ATP is enabled, add `mails.absentify.com` as a trusted domain in your anti-phishing and Safe Links policies.
4. **Domain configuration**:
* Ensure your organization’s email security policies support the domain `mails.absentify.com`.
absentify emails are sent via the Microsoft Azure Email Service, which uses dynamic IPs. Whitelisting the domain ensures reliable delivery without IP-specific settings.
***
## Need assistance?
If you’re still experiencing issues, contact our [support team](/docs/en/introduction#how-to-get-further-assistance). We’re here to help resolve any email delivery problems.