Fix email delivery issues as an Office 365 (Business Admin)
Below is a link to the Microsoft learning portal that will explain how to find & fix email delivery issues for your clients:
Steps to Verify Email Delivery
If recipients report not receiving SmartDocs emails, follow these steps:
Check the Email Status in iTools:
Navigate to
iTools > Emailsand locate the recipient’s address.If there is an arrow under the “Resend” column, it indicates that SmartDocs successfully handed the message off to your mailbox.
Confirm Sent Emails:
Open the designated mailbox’s Sent folder to verify that the email was sent from your mail server.
Check Mail Logs:
Have your IT team review the mailbox’s mail logs to confirm whether the message was delivered to the recipient’s mail server.
Locating Sent Emails and Bounces
To verify the status of SmartDocs emails:
Open the designated mailbox used for sending SmartDocs emails.
Check the Sent folder to confirm that the emails were sent.
Look in the Inbox for any bounce-back messages or replies.
Overview of SmartDocs Email Handling
SmartDocs emails are sent through a designated mailbox configured in your system. These emails:
Appear in the Sent folder of the designated mailbox.
Any bounces or replies are directed to the Inbox of the same mailbox.">https://learn.microsoft.com/en-us/exchange/troubleshoot/email-delivery/email-delivery-issues
Bigpond domain clients
Give your Bigpond domain clients the following instructions:
Sign in to the Telstra account.
Open Webmail.
Open Mail.
Open Settings.
Add @ddslive.com.au to Safe senders (when using the ATO SmartDocs domain), or add your practice email domain to Safe senders (when sending emails via Office 365 or SMTP).
You can confirm which address is sending emails by going to iTools > Email and checking the From column.
Hotmail/Outlook domain clients
Give your Hotmail/Outlook clients the following instructions:
Launch the Outlook mailbox.
Select the cog icon in the top right.
Select View all Outlook settings at the bottom of the panel.
Select Mail.
Select Junk email.
Select + Add under Safe senders and domains.
Add @ddslive.com.au to Safe senders (when using the ATO SmartDocs domain), or add your practice email domain (when using Office 365 or SMTP).
You can confirm the sender address in iTools > Email, under the From column.
Select Save.
If the email is in Junk:
Select the checkbox next to the email.
On the top menu bar, select the down arrow next to Move to.
If Inbox appears in the list, select it. If not, select Move to a different folder, then choose Inbox.
When prompted, select OK.
iCloud domain clients (@icloud.com and @me.com)
Whitelisting in iCloud http://www.makeuseof.com/whitelist-email-address-icloud/ is done by adding the sender to Contacts.
Sign in to iCloud in a browser. If prompted, enter the verification code sent to Apple devices.
Scroll down and select Contacts.
Select the + icon in the bottom-left corner and choose New Contact.
Complete the contact details, including the email address:
Add @ddslive.com.au (for ATO SmartDocs domain), or
Add your practice email domain (when using Office 365 or SMTP).
You can confirm which address sends emails by checking iTools > Email in the From column.
Select Done.
Adding the address increases the likelihood of receiving future emails, but it does not guarantee that messages will never be filtered. Advise clients to check their spam folder periodically.
Note: An @me.com or @mac.com address is an alias of an existing @icloud.com address.
Troubleshooting Tips for Undelivered Emails
Ensure that the designated mailbox is correctly configured and operational.
Verify that the recipient’s email address is accurate and active.
Collaborate with your IT team to resolve any server-related issues.