Advertisers aren't receiving platform emails (for operators)

Symptom: an advertiser says they never got the sign-up confirmation, password reset or payment email from your platform.

Checks

1. Ask them to check spam and junk folders, and any "Promotions" tab.
2. Confirm the address. Look up their account and check for typos.
3. Test it yourself. Trigger the same email to your own address. If yours arrives, the problem is on their side; if not, it's in your sending setup.
4. Check your sending domain. Branded emails go out under your name and domain. Make sure your domain's DNS records for email (SPF, DKIM and DMARC) are set correctly for the domain you send from.
5. Check recent changes. A new domain, a changed DNS provider or edited records often break email.
6. Company mail filters. Corporate mail systems can quarantine messages; ask their IT to check.

Fixes

• Spam folder: ask them to mark the email as "not spam" and add your sending address to their contacts.
• DNS records missing or wrong: correct them; changes can take a while to spread.
• Wrong address: update it in the account.
• Password reset: the reset link normally arrives within a minute; if it doesn't, run the checks above before asking them to try again.

When to escalate

If your own test emails don't arrive and the DNS records look right, contact support@adtech.eu with the time of the test and the address used. See the White Label DSP page for what is branded.

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