Have you had complaints from community members in the past about not receiving e-mails?  You should always submit us a ticket first in the event users are complaining about not receiving e-mails.  However, all we can do is confirm that our system is sending e-mails appropriately (e.g. when a friend request is sent).  In many cases we are sending these e-mails to the appropriate user, but the e-mail provider for that user has blacklisted the community e-mails as spam and thus, they are not delivered.

So, what can you do about this?

As a first step it helps to identify if the user's complaints are coming from users who share a couple of common e-mail providers.  In general we have noticed that AOL, Hotmail and ISP (e.g. comcast.net, att.net, etc.) e-mail providers tend to blacklist community e-mails most frequently.  If that is the case then you must contact the provider and ask that these e-mails are not blacklisted.  Most provider's use what is called a "feedback loop" to facilitate this process.

How do I fill out the feedback loop?

We'll use Comcast as an example, but most providers follow a similar model.  The below screen capture is Comcast's feedback loop.  The most common piece of information you will be asked for when filling out a feedback loop is the CIDR.  The CIDR is a way of describing the IP address range your e-mails will be coming from.  If you are asked for the CIDR the value to input is: 72.5.95.128/26.  Of course you will also need to identify the domain the e-mails are coming from, which will be the community domain. 



Where can I find the feedback loops?

Google “Feedback loops [insert email system here]” and you should find it. Below is a collection of the most common Feedback Loop Registration Pages:

Comcast – http://feedback.comcast.net
AOL -- http://postmaster.aol.com/cgi-bin/fbl.pl
Hotmail -- https://support.msn.com/eform.aspx?productKey=edfsjmrpp&ct=eformts&scrx=1&st=1&wfxredirect=1
Yahoo -- http://feedbackloop.yahoo.net/

Is there anything else we can do?

We also recommend adding SPF/TXT records to your DNS to help alleviate some of the spam issues.  For more information please reference http://old.openspf.org/dns.html?mydo...&deny=softdeny.  You may need the below information:

Mail server domain: portapp01.theport.com
IP addresses: 72.5.95.186 and 72.5.95.132