Emails from Syncplify not arriving

Syncplify takes support requests very seriously and always replies, usually within 2 to 4 hours and never beyond the second business day. The same applies to license code delivery emails when you purchase a license.

Sometimes, though, the intended recipient does not receive the message. These are the most common causes.

1. A mistyped requester address

Believe it or not, the most common reason for not receiving a reply from support is a typo in your own email address in the support request. If you type john.doe@gmil.com instead of gmail.com, the reply bounces back as undeliverable.

2. Your anti spam rejects the message

Sometimes a lot of time goes into a reply, only for the send to fail with an error like this:

554 5.7.1 <support@syncplify.com>: Sender address rejected: Blocked by this recipient

If you send a support request and want the reply to reach you, make sure your anti spam does not reject email from Syncplify's sending domains: syncplify.com and sftp.cloud, and occasionally the older syncplify.me domain. Syncplify never spams anyone, so allowing these domains is a safe choice.

3. Your anti spam moves the message to the junk folder

This one is tricky: if your anti spam did not reject the message but only moved it to the spam or junk folder, there is no way for Syncplify to know that the reply did not reach you. From the sender's side it went through. Always check your spam folder when you are waiting for a reply.

4. Also look at the Other tab, or any low priority folder

Some email providers do not stop at a junk folder. Microsoft 365, for example, splits the inbox into Focused and Other, and other providers have similar low priority folders where their algorithms place mail they consider not urgent. Occasionally, mail from Syncplify lands there, so check those too.

5. Unknown causes

When everything else fails, remember that you can skip email altogether: sign in to the Syncplify Customer Center and open a support request from your license, as described in How to get support from Syncplify. The ticket lives in the help desk, where it cannot get lost.