Skip to main content

Not Receiving Emails

Troubleshooting Guide: Missing Emails from Breeze​

In rare instances, users from certain domains may report not receiving emails from us, even though our email logs show the emails as "sent" and "delivered". Below are steps that your IT team can follow to troubleshoot and resolve this issue.

note

Emails sent from Breeze are sent from the domain mail.idportal.no (IP address: 172.246.25.87).

If the email contains any links, the domain r.mail.idportal.no may be used as the link address for tracking purposes.

The Sender address may vary based on your or your partner's configuration., but will always have one of these domains:

  • *@idportal.no
  • *@idportal.se
  • *@idportal.dk
  • *@idportal.fi
  • *@idportal.fr

1. Check Email Filtering and Security Policies​

  • Review Email Filtering Rules: Ensure that our domain (mail.idportal.no) or specific sender email addresses are not being blocked or filtered by your email system at the server level.
  • Examine Quarantine or Email Filtering Solutions: Some security solutions may hold emails in quarantine before they reach users' inboxes. Please check these areas for any emails from us.

2. Whitelist Our Sending Domain​

  • Add our sending domain (mail.idportal.no) to your email system’s whitelist or safe sender list. This action helps prevent our emails from being blocked or flagged as spam.
  • If possible, also whitelist the IP addresses used by our email provider (172.246.25.87) to ensure smooth delivery.
  • Whitelisting the domain r.mail.idportal.no may also help if the email contains links.

3. Verify DNS Records (SPF, DKIM, DMARC)​

  • Ensure that your domain’s DNS settings include valid SPF, DKIM, and DMARC records. These records are essential for authenticating our emails and preventing them from being rejected or flagged as suspicious.
  • Tools like MXToolbox can be used to check and verify these DNS records.

4. Review Email Server Logs​

  • Check your email server logs to determine whether our emails are being received, rejected, or otherwise filtered. Server logs may provide error messages or codes that can help identify the cause of the issue.

5. Check Spam or Junk Folders​

  • Although users may have checked already, it’s important to re-verify that our emails are not ending up in spam or junk folders. Also, ensure that spam filtering is not set to automatically delete messages.

6. Test with Alternative Email Accounts​

  • If possible, test receiving emails from us using a different email provider (e.g., Gmail, Outlook) to determine if the issue is specific to your domain.

7. Contact Your Email Service Provider​

  • If the issue persists, please contact your email service provider with details about the problem. They may be able to offer insights or solutions regarding why emails from our domain are not being delivered.

8. Provide Feedback​

  • If you identify any specific errors or reasons in your logs for the missing emails, please share that information with us. This will allow us to collaborate with our email provider to address the issue more effectively.

We appreciate your cooperation in troubleshooting this matter. If you need further assistance, please don’t hesitate to reach out to us.