Making sure alert emails reach you
How to stop outage alerts landing in spam, and why email alone isn't enough.
An alert that lands in your spam folder is the same as no alert at all. This page covers what to do about it — and why we'd rather you didn't rely on email on its own.
Add our alert address to your safe senders
Alerts come from:
[email protected]
Add that exact address to your safe senders or allowed senders list — not the domain. Some mail systems, Microsoft 365 in particular, treat an address entry as stronger than a domain entry, and there are cases where a domain entry is quietly ignored.
Outage alerts are the only thing sent from that address. Account email — password resets, receipts — comes from a different one, so allowing alerts through doesn't mean allowing everything else, and a filter rule on your marketing mail can't accidentally catch an outage notice.
How you do this depends on your mail provider:
- Gmail — open an alert, click the three dots, then Filter messages like these, and choose Never send it to Spam.
- Outlook / Microsoft 365 — Settings → Mail → Junk email → Safe senders, then add the address.
- Apple Mail / iCloud — move an alert out of Junk and add the sender to your contacts.
If you use a work email address, this probably isn't enough
Most company mail runs through a security gateway — Microsoft Defender, Proofpoint, Mimecast, Barracuda — that sits in front of your mailbox. Those gateways make their decision before your personal safe-senders list is ever consulted, so adding the address yourself may not change anything.
If your alerts are going missing on a work address, send your IT team our email deliverability reference for IT teams. It has the sending domains and technical details they'll ask for.
How we send alerts
Alert email goes out through Postmark, with SMTP2GO as an automatic fallback if Postmark is unavailable. Both are established commercial senders whose business is deliverability — they manage sending reputation, complaint handling and suppression lists so that our alerts arrive.
Two things follow from that, and both are in your favour:
- A provider outage doesn't stop your alerts. If one can't take the message, the other does, automatically.
- Alerts are sent separately from everything else. Outage mail, account mail and product news each travel on their own stream, so a problem affecting one — a reputation issue, a spam complaint on a newsletter — can't drag down your outage alerts.
The address you see never changes when we fail over, so a safe-sender rule you set today keeps working.
Please don't rely on email on its own
Email is the convenient channel, not the most reliable one. Every layer between us and your inbox — your provider, your gateway, your spam filter — is a place an alert can be delayed or dropped, and none of them are under our control.
That's true no matter how good the sending side is. We can control how the message leaves us; we can't control what your gateway decides to do with it.
A Microsoft Teams, Google Chat or webhook channel delivers more reliably than email does — there is no spam filter in the path. A webhook is also how you reach Slack, Discord, Telegram or anything else that accepts one. All three need the Pro, Business or MSP plan. If something matters enough that you'd want to be woken up for it, add at least one of them alongside your email alerts. See notification channels for how to set those up.
If alerts stop arriving
- Check your spam or quarantine folder first. If an alert is sitting there, mark it as not spam — that teaches your provider as well as fixing this one.
- Check the alert actually fired. Open the monitor and look at its history. If there's no incident recorded, the problem is the monitor's settings, not email.
- Check your notification channel is still enabled on the monitor.
- Ask your IT team whether it was quarantined at the gateway. They can see this; you usually can't.
If you've been through all four and alerts still aren't arriving, get in touch — include the time an alert should have arrived and we can tell you what happened to it on our side.
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Last updated 2026-10-12