a cat named Tempest (isabeau) wrote in lj_userdoc,
a cat named Tempest
isabeau
lj_userdoc

Minor change to FAQ 115

FAQ 115 (why am I not receiving email from LJ) has a bit in the first paragraph about making sure your email address is validated. Which is all fine and good, except that people who go to that FAQ because they aren't getting the validation email (or who are directed there by support volunteers) sometimes see that and think it applies to their situation too.

Is there anything other than comment emails that is affected by validation? If so, this might need further tweaking; but in any case, it might be worth changing the FAQ a little, so validation doesn't apply to all situations:

***

If you are not receiving any e-mails from LiveJournal, please verify that the e-mail address on your account is correct by visiting http://www.livejournal.com/editinfo.bml. Also, ensure that your e-mail address is validated (http://www.livejournal.com/support/faqbrowse.bml?faqid=11).

If you are not receiving comment notification e-mails, check to ensure that you have your message boards enabled and that you have enabled the "Get message board replies" option (http://www.livejournal.com/support/faqbrowse.bml?faqid=62). If you have enabled HTML e-mails, try turning this option off. Also, ensure that your e-mail address is validated (http://www.livejournal.com/support/faqbrowse.bml?faqid=11).

If the above solutions don't work, cCheck the space available in your e-mail account. Many e-mail service providers place limitations on the amount of e-mail you can store in your mailbox. If you have space available in your mailbox, then it is likely that some or all of your LiveJournal e-mail is being filtered or blocked as spam or junk mail. Check the spam or junk mail filters on your e-mail account. If it is possible for you to adjust or edit them, add livejournal.com to the "allowed senders" list (sometimes called a "whitelist"). It may also help if you add livejournal.com to your address book. If it is not possible for you to adjust or edit your filters, you may need to disable them entirely. Also, certain Internet services provide parental controls which can interfere with proper e-mail delivery.

If you have adjusted or disabled the spam or junk mail filters on your e-mail account, or do not know how to do so, and are still not receiving LiveJournal e-mail, you will need to contact your e-mail service provider for further assistance, and tell them that you are not receiving legitimate e-mails from livejournal.com. Many e-mail providers are not aware of the mail filters they have in place.

Also, it is possible that your e-mail provider is using filters that your account cannot control. Many e-mail providers do not notify their customers that such filters are used. In these cases, it is possible that mail from LiveJournal is being blocked for a variety of reasons. Validation emails may be blocked because they contain instructions to click on a link, which is a common method that spammers use in their emails. Comment notifications may be blocked because of the subject line "Reply to your post", since that is also a common falsified subject line used by spammers. Another possible reason is that LiveJournal sends a high volume of automatic e-mails. Still other e-mail providers may simply block LiveJournal entirely, for reasons of their own which they might not disclose. You must contact your e-mail service provider directly to inquire about the filters they use and whether they may be affecting e-mail delivery to your account.

If, after following all of the above suggestions, including contacting your e-mail service provider, you are unable to receive e-mails from LiveJournal reliably, you may want to choose a different e-mail address to receive LiveJournal e-mail (http://www.livejournal.com/support/faqbrowse.bml?faqid=19). Please note that your new e-mail account may suffer from the same types of restrictions, and you may have to try several different e-mail providers until you find one which works with LiveJournal reliably.

LiveJournal has no control over any e-mail message once it has been sent. If LiveJournal's e-mail server is functioning properly and sending e-mail messages in a timely manner, there is nothing further LiveJournal or its volunteers or staff can do to ensure that you receive the messages that are sent.

***

(Most of the text is just copied directly from the FAQ. deleted stuff is struck out; added (or moved) stuff is italicized.)
Tags: cat-troubleshooting, faq115, status-resolved
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