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Why are some of my emails delayed?

Where most emails are instant, sometimes there can be a delay between an email being sent and being received. There are several different reasons that can cause this, which you can find detailed below.

Greylisting

We use a system called Greylisting to reduce the amount of spam emails that you receive. This can delay delivery of a legitimate email if it is the first time you have received one from that sender/IP address. This delay is usually about 15 minutes, but can be longer depending on the sending server settings. You can read more about the Greylisting process in our help guide here.

To ensure that emails that you want to receive are delivered to promptly to your Inbox, please add all known and trusted email addresses and domains to your Whitelist. You can find a help guide for adding addresses to your Whitelist here.

Antivirus and Spam scanning

Some Antivirus and Spam scanning software can delay Emails from being received. If you are finding emails being delayed, please check any Antivirus or Spam scanning software or plugins you have on your device.

Mail server delays

Emails delays can be caused if a particular mail server has received a large volume of emails. This will cause a queue (similar to rush hour traffic), and email delivery will be slow as the server processes the sending of the emails. This typically doesn’t last long, and email flow will usually go back to normal after the queue has been cleared.

You can check for any known issues via our service news at https://twitter.com/aluminatinews

 

If you have any questions about emails being delayed, please contact our helpdesk at help@aluminati.net

Service News

Updated 83 days ago

Problems reported sending emails via Gmail account

14:01 on 10th Jan

We are aware of an issue affecting some users sending emails using a Gmail account when changing the 'Send As' address to the service email address. As the emails are not being sent via our servers they do not include a DKIM signature, which can result in failed authentication checks. This can then result in the receiving server rejecting the email or marking it as spam.This can be resolved by sending emails via our servers using one of the following methods:
  1. Send emails using our Webmail program
  2. Add your service email address to Gmail using SMTP
Please note: SMTP is not included with Free Webmail accounts.You can check which of our email packages you are using by logging into your account and going to the My Account page (see button in the top right of Webmail)If you wish to, you are can upgrade an account so that includes SMTP by please doing the following:
  • Go to the My Account page
  • Click See Upgrades, select a package or bolt on and proceed to checkout.
If you have any questions or need any assistance, please feel free to contact our Helpdesk at help@aluminati.net and we will be happy to help.

Spam/Phishing email warning

13:31 on 14th Nov

We have been notified about a new spam/phishing email. This email has the subject 'Mail Deactivation Alert' and states 'unconfirmed emails will be closed due to the new privacy security update' It includes an 'Upgrade Now' link to avoid account closure.
 
This is not a legitimate email from the university or the support team which manages your email service.
 
Please do not follow any of the instructions or click the link in this email
 
If you have not followed any of the instructions or clicked on a link in this email, please feel free to delete the email. If you have, as a precaution, we recommend you immediatly change your password and run a virus scan on your device.
 
Should you need any support please contact our helpdesk team at help@aluminati.net who will be happy to help.
 
You can also check our guide on identifying scam and phishing emails here: https://www.pidgeme.com/content/help/help.php?showarticle=6232
 
Please be assured that our system administrators are constantly working on preventing such emails as part of their ongoing email security efforts.
 
If you are ever unsure about the legitimacy of an email, please contact our helpdesk at help@aluminati.net who will be happy to check it for you.