Client can't recive mail from request notifications

[Diego Wilson]

Hello there :

Our customer says that can't recieve any email notification from requests updates, comments , etc

Checking de notification logs , it's says that "The recipient's email address is on a suppression list."

Is anything I can do from my side? I check the doc and nothing work. Or If its possible that you can remove all mail from the domain @latamtradecapital.com from the supression list ?

Thanks in advance

Greetings

[Dave Rosenlund _Trundl_]

Hi, @Diego Wilson. Check out this article for the answer (spoiler alert, yes you can).

            Remove email address from suppression list in JSM Cloud

Good luck,

-dave

[Diego Wilson]

Hi @Dave Rosenlund _Trundl_ , thanks for the answer !!. I check that article but i seems that works only for customer that are not , i guess, "active" in JSM. Looking in that view I don't have the option "Resend invite" for this customer. 

[Dave Rosenlund _Trundl_]

Hmmm...  🤔  I'm not quite sure what to do in this case.

Perhaps @Manpreet Singh (or someone else who's encountered this use case) will chime in  🤞

[Manpreet Singh]

Hey @Diego Wilson, currently we don't have a way to remove users from suppression list that are active. You can reach out to the support team to remove such users from the suppression list. 

[Diego Wilson]

Hi @Manpreet Singh  thanks for the answer , I already contact the support team .

Thanks everybody!!