Troubleshooting: Emails Not Received

If users report that they haven't received emails from Enpass — including activation emails, OTPs, or reminder emails — the most common cause is corporate email security configuration, not a delivery failure on our end.

Enpass sends all emails from servers with high deliverability and sender reputation. However, corporate spam filters, greylisting policies, and email security gateways can occasionally delay or block these emails before they reach a user's inbox.

Common Causes

Greylisting Some mail servers temporarily reject email from unknown senders and retry delivery after a delay. Enpass emails will usually arrive eventually, but the delay can range from minutes to hours. This is especially disruptive for time-sensitive emails such as OTPs, where a delayed code may expire before the user can use it.

Spam or Junk Filtering Corporate email security tools (such as Microsoft Defender for Office 365, Proofpoint, or Mimecast) do not block these emails by default, but organizations with custom filtering rules may find that Enpass emails are routed to junk folders or blocked.

Domain or IP Blocklists Unlikely in most cases, but organizations using strict third-party blocklists may inadvertently block Enpass sending IPs or domain through no specific configuration of their own.

Resolution: Whitelist Enpass Sending IPs and Domain

To ensure reliable delivery of all Enpass emails, ask your IT or email administrator to whitelist the following in your organization's email security settings:

Whitelisting should be applied at the mail gateway level (e.g. Exchange Online, Proofpoint, Mimecast) so that emails from these sources bypass spam filtering and greylisting checks.