Guys, alot of our customers are saying that they are not receiving their invoices. I send them form Bullet. Most of the time invoices go into their junk folder but even when I ask them to check there, they are telling me that it hasn’t come in. Can you check it out please.

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Guys, alot of our customers are saying that they are not receiving their invoices. I send them form Bullet. Most of the time invoices go into their junk folder but even when I ask them to check there, they are telling me that it hasn’t come in. Can you check it out please.

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Peter Connor ⋅ Staff October 3, 2016
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Hi P,

We’ll look into this for you. If there was an issue with mail it would be all of the mail service, so it’s more than likely out of our control. We haven’t got any other complaints about delivery of invoices. 
Can you give me examples of some people who haven’t received their emails?
Also are they public servants, as in Schools you’re sending them too?
Thanks Pete

#answer-4104
  1. theprimarypl October 3, 2016
    I spoke to a lot of people over the last few days but here is a school that contacted me for the 2nd time looking for their invoice. It was sent on the 1st of Sept and again today. Catherine Mc Donnell
  2. Peter Connor October 3, 2016
    Cool I'll have a look at that. My sister and wife are work in the public sector (nurses) and have awful problems with anything coming from the outside.
    Let me have a look at this account. I've also raised it with tech.
    Pete
  3. theprimarypl October 3, 2016
    Thanks Pete.
  4. Peter Connor October 3, 2016
    Sure, I just did a test there see http://recordit.co/eItePv3fvm did you get it.
  5. Peter Connor October 3, 2016
    Can you give me the name of that client , so I can look them up. Thanks
  6. theprimarypl October 3, 2016
    Catherine McIntire.
    I got your test email also.
    A lot of schools have gmail accounts and eircom.net account. Some have the old eircom schools email address
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Peter Connor ⋅ Staff October 3, 2016
Public

Ok I’ll have a look. 
We use Gmail too, so that test I sent you was from a Gmail engine and received into a Gmail engine 
We do all the billing for the Adverts.ie market place. So if our invoicing goes down, we’ll hear about it pretty quick. 

We do embed an image 1 pixel by 1 pixel in our invoices so we can do the read receipts (image gets downloaded we know it’s landed) the older systems might be flagging this image. But, I couldn’t be 100% on that. 
I just had a look at Mandril which delivers our emails (Mailchimp for Bulk Sending). Noting showing up there. 

#answer-4105
  1. Peter Connor October 3, 2016
    So I'd a look at Catherine McIntire's account and it looks fine http://recordit.co/prIRAnr0ar to me. Last invoice got delivered and read, and this one didn't get read but got delivered.

    If the system says it's being emailed that info comes from our 3rd party software, not just Bullet saying it's being sent after you clicked the sent button.
    I'm not sure what else I can do Padriag. One thing you could do is send the people having trouble a mail on how to add address to a safe list.
    Let me know how you get on.
  2. theprimarypl October 3, 2016
    When I click on Catherine McIntere's invoice it tells me that it was emailed and and marked as sent. It doesn't tell me that it hasbeen read.
  3. Peter Connor October 3, 2016
    Yep, so that means Bullet has sent the invoice through Mandrill (it's being delivered to that mailbox, no bounce back) but they haven't opened it.
    So it could be ignored, sitting in a filtered box, or spam folders.
    Pete
  4. theprimarypl October 3, 2016
    Ok Pete.
  5. theprimarypl October 3, 2016
    If they save my email address as one of their contacts will the email go into their inbox?
  6. Peter Connor October 3, 2016
    Hi P,
    I've tried to send a €0 invoice from your account about 10 minutes ago. I still haven't received it. So I'll pass it to tech to investigate.
    I'll get back to you - probably Monday at this stage.
    Pete
  7. theprimarypl October 3, 2016
    Thanks Pete
  8. Peter Connor October 3, 2016
    No problem.
  9. Peter Connor October 3, 2016
    Hi P,
    There has been an update to Google to force the user (you) to allow apps (Bullet) send from your gmail business account.
    This needs to be done on your end.
    So here's what I had to do to get google to allow bullethq.com to send emails from your business gmail account:
    Start chrome in incognito mode
    Go to: http://www.google.com/accounts/DisplayUnlockCaptcha
    Sign into the account you want Bullet to send emails from.
    One you've finished this, you'll be able to send emails through the account from Bullet.
    I found this information in this page (the 3rd bullet point under troubleshooting)
    https://support.google.com/mail/answer/14257?visit_id=1-636096481571466405-3793769413&rd=1
    Thanks Pete
  10. theprimarypl October 3, 2016
    Hi Pete,
    Thanks for that. Would I need to set up a new google account using my email
    I have my own personal google account using my own personal email.
    P.
  11. Peter Connor October 3, 2016
    Hi P,
    Are you using gmail to power the primary plannet emails?
  12. theprimarypl October 3, 2016
    No. Blacknight are our domain hosts and emails go through our domain.
  13. Peter Connor October 3, 2016
    Oh. Ok so that fix is Google.
    Maybe you need to ask your hosting company. You've a good view clients. So I expect you send a lot of invoices, might be worth moving to Gmail for Business. https://gsuite.google.com/intl/en_us/?utm_medium=cpc&utm_source=google&utm_campaign=na-us-en-gmail-bkws-gafw-trial-b&utm_term=%2Bgmail%20%2Bfor%20%2Bbusinesses&KWID=43700008812093664
    Tks P
  14. theprimarypl October 3, 2016
    I have contacted them Pete. They said that I need to get the IP address of the server that you use to send the emails. They will then update our SPF records with that information and it should work then.
  15. Peter Connor October 3, 2016
    Cool. I'm not sure John will be keen to share that out. It could expose us to dos attacks.
    I'll find out. P
  16. Peter Connor October 3, 2016
    Hi Padraig,
    I'm a little confused by your question. When you enter your blacknight email details in Bullet, we will ask Blacknight's email server to send the email on your behalf. We will make that request from accounts-app.bullethq.com https://accounts-app.bullethq.com/users/login.page;jsessionid=92ilj667tj4ec84703ot5jnw - the IP address of that machine is . They shouldn't need to update your SPF records, as we are sending the request through their email servers. Perhaps all they need to our app's IP address so that they can allow it to contact the blacknight email servers?
    John.
  17. theprimarypl October 3, 2016
    Hi John,
    I'm as confused as you are John (probably more so) as this kind of technical stuff is over my head. The only thing that I do know is that our customers aren't receiving invoices. They are not even making it to their junk folders.
    I can check with Bkacknight about the Apps IP address to see what they think.

    P
  18. Peter Connor October 3, 2016
    Hi Padraig,
    While you're waiting to get stuff sorted with Blacknight, you could delete all your email settings. This will mean all the emails will go through Bullet's email servers (and we've had no issues with non-delivery with them). What do you think?
    John.
  19. Peter Connor October 3, 2016
    Hi Padraig,
    I had a look at your email settings (https://accounts-app.bullethq.com/settings/index.page), and I can see that some values are blank, while you have values for the server username and password.
    In order to work, you'd either need all the values on that page to be filled out, or all values should be empty so that our email servers are used.
    John.
  20. theprimarypl October 3, 2016
    Hi John,
    I am just after getting off the phone to Blacknight. Ger or Liam are going to email you.
    Padraig.
  21. Peter Connor October 3, 2016
    Okay - I'll keep an eye out for it and reply as soon as possible.
  22. theprimarypl October 3, 2016
    Thank you John
  23. Peter Connor October 3, 2016
    I received the email. I've given blacknight the details of how bullethq.com send emails, so I'm awaiting a response from them to help narrow down the problem.
  24. theprimarypl October 3, 2016
    Thanks a million John
  25. theprimarypl October 3, 2016
    Just a quick question John. The invoices that I would have emailed already, would they have being bouncing around the blacknight server and if so, will they go once this problem is sorted or will they need to be sent again?
  26. Peter Connor October 3, 2016
    I don't know, but I'd say it's unlikely. When this is resolved, you are safer sending them again.
  27. Peter Connor October 3, 2016
    The guys in blacknight say there's no reason that emails from bullet would be rejected by their servers. Are you sure that you have the details correct?
  28. theprimarypl October 3, 2016
    John are these the settings that should be in the email settings on Bullet or blacknight?
  29. Peter Connor October 3, 2016
    P,
    There in your bullet settings, you need to tell bullet what server it's to send emails via.
    You'll find this in Settings. When you click save you will be able to send a test invoice straight away and the invoice should arrive straight away.
    If you continue to have issues after this I'd suggest just deleting the above settings and using Bullet to send you invoice, or move from Blacknight to Gmail for your email.
    Hope that helps
    Pete
  30. theprimarypl October 3, 2016
    Thanks Pete. I tried a test email but I haven't receivd anything yet.
  31. Peter Connor October 3, 2016
    Ok give it another 10 minutes that might be blacknight - gmail is instant.
    Here is me sending a test mail live with Gmail. I think if this doesn't work move to gmail you can still keep your . First 5 are free I think.
    Everytime we've an issue with emails it's always some 3rd party hoster. Look how much time you've had to spend on this, meanwhile you're cashflow is being affected.
    Pete

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