Soodonims is a sophisticated email privacy tool. By design, there may be several occasions when an email you were expecting, was not received. The following should be reviewed to help you identify the cause.

  • Does it involve Alias Keys?
    • Issue:  Keys are enabled, but no key is included in the Alias Address
      • Login to your account, at the top right menu, click My Account>Preferences.
      • If Keys are enabled in Preferences, then check the Alias Address to ensure that it includes one of the keys in the Alias Key List. This Alias Key list is found by clicking Alias Keys in the top left menu and viewing the list. If the Alias Address does not contain a Key, the Alias Address will not be auto-created.
      • Documentation on Alias Keys is found here.
    • Issue: The Alias Key in the Alias Address has been disabled.
      • If an Alias Address contains an Alias Key, that has been disabled (manually or date expired),
        • It will not forward new email.
        • It may not allow any new aliases to be created with that key (see Alias Key documentation for more details)
  • Was the Alias Address manually disabled?
    • Login to your account and find the Alias Address in question.
    • If it has a red stop sign in the “enable/disable” column, then the alias address is disabled and no email will be forwarded.
    • Hover your mouse over it to determine the reason
      • This Alias Address may have manually been disabled at some point. This may be enabled again by clicking on the symbol under the “enable/disable” column.
      • Note, if it is still red after clicking, this probably indicates that there is an additional reason for it being red. Hover again to learn more.
  • Was the Alias Automatically disabled?
    • Login to your account and find the Alias Address in question.
    • If it has a red stop sign in the “enable/disable” column, then the alias address is disabled and no email will be forwarded.
    • Hover your mouse over it to determine the reason
  • The Alias Address may have automatically been disabled because
    • it exceeded the maximum emails allowed, as specified for this Alias, or
    • It has passed the expiry date for this Alias
  • There may be Sender restrictions
    • The system provides blocking rules at the Sending Domain level. In the Alias List, check the “enable/disable” symbol. If it contains a yellow check mark, it usually indicates a Sender restriction
      • Determine if there is a maximum number of senders set for this alias by following these steps.
        • Click on the Alias Address in the list
        • View the Alias details tab
        • Check the field: Max Number of Domains Allowed
        • If it contains a value, then click on the Alias Senders tab
        • Count the number of rows (indicating the number of senders for this Alias Address)
        • If the number of rows is equal to or greater than the Max Number Domains Allowed, then no email from a new sender will be forwarded.
      • In the Alias Sender list, does one of the rows have a red symbol? This sender has been manually blocked (for this alias address only). Try clicking the symbol to unblock it if desired.

Please review these steps carefully for any issues with unreceived email or uncreated alias addresses.

Please feel free to contact us with any questions you may have