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Troubleshooting Common Issues with Client Email Bookings

Overview of Common Issues with Client Email Bookings

This article outlines potential problems that may arise with client email bookings, particularly focusing on email delivery issues and authentication challenges.

Common Email Delivery Issues

  1. Email Suppression:

    • Emails sent to clients may be suppressed if previous messages have bounced. For instance, if a client's email address has bounced multiple times, the system may automatically suppress further emails to that address. This can prevent important communications, such as verification codes or booking confirmations, from reaching the client.

  2. Spam Filters:

    • Clients may not receive emails due to spam filters. It is advisable for clients to check their Junk or Spam folders if they do not receive expected emails. In some cases, IT departments may need to confirm that there are no issues on their end preventing email delivery.

  3. Two-Factor Authentication (2FA) Issues:

    • Clients may encounter difficulties logging into systems if they do not receive their 2FA verification codes. This can happen if the email containing the code does not arrive due to suppression or filtering issues. Clients should ensure that their email settings allow for these types of messages.

Authentication Challenges

  1. Invalid Credentials:

    • Users may face "Invalid Credentials" errors when attempting to authenticate with client IDs and secrets. This can occur if the credentials have changed or if there are issues with the integration setup. It is essential to verify that the Client ID and Client Secret being used are still valid and have not been altered.

  2. Domain Authentication Records:

    • For systems relying on email delivery services like SendGrid, it is crucial to maintain proper domain authentication records. If these records are removed or not configured correctly, it can lead to email delivery failures. Users should ensure that their IT teams are aware of the necessary records and can re-enter them as needed.

Troubleshooting Steps

  • Check Email Suppression: Confirm with the support team if the client's email address is suppressed and request removal if necessary.
  • Verify Spam Filters: Advise clients to check their spam or junk folders for missing emails and to adjust their email settings to allow messages from your domain.
  • Test 2FA: If a client is having trouble with 2FA, ensure they have access to the correct email and that it is not being suppressed.
  • Validate Credentials: If encountering authentication errors, double-check the Client ID and Client Secret for accuracy.
  • Re-enter Domain Records: Coordinate with the IT team to ensure that all necessary domain authentication records are correctly configured in the system.

Conclusion

Understanding and addressing these common issues with client email bookings can help ensure smoother communication and operational efficiency. If problems persist, it is advisable to engage with technical support for further assistance.