Senders Email

Any emails sent via our software originate from bounce@softwareworksforyou.co.uk
However, your customers will see the sender appear as your company name. When they reply, they will be replying to your admin email address.

It isn't possible to send emails from your email address.

If you're customers are receiving the email to a mobile device, they will only see your company name and not our email address (unless they tap for more details).

If they are receiving the email on a desktop, they will again see your company name as the sender and not our email address (until they open the email).

In the instance that customers are reporting the email is going straight into their spam, it is likely that they have marked it as such at some point.

If you would like some more details specific to your customer, please provide us with any email addresses that you would like for us to look at.

We can only see emails sent within the last 30 days.

Email Status

You can check on the website to see if your emails have been sent.

Under the "Jobs" tab, click on the relevant job. Find the email on the table below. On the far left of the table there will either be the date the email was sent, or "Never". If it reads "Never" try re-sending the email.

Other Scenarios

Spam folders:

Your email client may be incorrectly labelling your GES emails as spam. Check that the email address bounce@softwareworksforyou.co.uk, is not on your email black list. In addition you can add this email to your white list, to ensure all mail from our servers reaches you.

See the below link to learn how to do this for your email client:

Whitelist Guide

Custom Domains:

If you are using a custom domain name (e.g. @company.plumbing), you are more likely to be on email blacklists. Check the following website (with your domain entered in place of the example domain.):

http://mxtoolbox.com/domain/exampledomain.co.uk/

Time:

Email speed can sometimes be unreliable. Two identical emails, sent at the same time, from the same client, may take wildly different lengths of time to deliver. This is because they may take different routes, through different email servers. Sometimes emails can take 4-6 hours to arrive. Please be patient, and if more time than this passes, there may be a problem.

App syncing:

The problem could arise because you have not synced your app with the website, or your app is syncing incorrectly. Press the "Sync Now" button from the Home page of the app. If you receive an error message get in touch with us and we'll help you work out what may have gone wrong.

With all of the above (besides the app syncing), if your customer's are also having issues, be sure to share this advice with them.

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