It goes without saying that not receiving our email is extremely annoying, especially if you need it to verify your account. We have compiled a list of the most common reasons for this, which you will find below.
If you are still unable to resolve the problem, please use the chat function to send us a message. However, we kindly ask you to try the solutions presented below first.
Your email address may be incorrect
It may sound a bit strange, but the email addresses provided by people are not always entirely correct. So, the first step is to make sure there are no typos in your email address, and that you are using the right one.
We have noted several instances in which an alias is being used, or a different email address from the one normally used to log in to Up-to-date.
Another common error is forgetting to type the country domain (.com, etc.) when entering an email address in Up-to-date.
Your mailbox is too full
We send an awful lot of email these days, so mailboxes can easily become too full. In such cases, incoming emails may no longer be accepted.
If you are using Outlook, for example, you can easily check your mailbox capacity under the File tab.
Putting our domain on the whitelist
System administrators are increasingly fine-tuning settings and filters to optimise security. This is only logical, but it may cause our emails to be rejected.
Specific filters may have been selected which are blocking our emails.
Alternatively, if your organisation uses internal networks such as Citrix and Terminal Server (TS), Up-to-date’s domains may need to be whitelisted on these internal networks. We use the following domains:
- https://app.finsourceone.com
- https://gateway.finsourceone.com
If you are not a System Administrator or Network Administrator, please send the relevant administrator(s) an email containing a link to this page, asking them to check the filter settings or whitelist our domains.