Having trouble receiving e-mail from policyIQ?

Are you experiencing any problems receiving e-mail from your policyIQ site?  You’re not alone, but fortunately our Support Team has been able to assist many clients with identifying policyIQ e-mail as coming from a trusted business partner.

Let’s take a look at the most common cause for policyIQ e-mail to be blocked:

“Spoofing Blockers” are the most common cause of policyIQ e-mail delivery issues

When an e-mail is sent from policyIQ, the e-mail address listed in the sending user’s profile becomes the sender address used in the e-mail message.  For example, if Mary Smith from ABC Company is initiating the e-mail, the message will be “From” msmith@abccompany.com.  Mail servers may block incoming e-mail if the domain of the sender is the same as the internal domain of the company.

If Mary’s mail server expects all e-mail with a sender domain of “@abccompany.com” to originate internally, it may block any e-mail coming from an outside source with this same domain.  This is known as a spoofing blocker, and is a very common problem for policyIQ users to encounter.

Don’t get us wrong – spoofing blockers can play a valuable role in an organization by blocking disreputable senders from attempting to convince you that an e-mail is from a legitimate internal source. But we promise – our e-mails are safe.  We just need to convince your mail server of that!


There are solutions.  And we are happy to help.

There are several solutions to the Spoofing Blocker issue.

  • Set the SMTP Override – Setting change can be made by any Site AdministratorUse the SMTP Override feature in policyIQ to setup a generic sender address for all outgoing e-mail. Typically a generic address such as Admin@policyIQ.com or CompanyName@policyIQ.com is used to denote e-mail as coming from your policyIQ site. This setting can be changed by any Site Administrator in your policyIQ site in the Setup>System Setup>E-mail Settings menu item.
  • Whitelist the policyIQ Mail Server – Must be done by your IT departmentIt’s possible that your IT department could allow access from our sending mail server so that e-mail will not be blocked or marked as spam. This is typically known as whitelisting, and could be the most efficient long-term solution.

If you or your IT department would like to take these steps, but you need assistance or more information, please contact our support team.  We can provide information about our mail server so that your IT department can identify us as a trusted partner.


We’re going to make it even easier to identify policyIQ e-mail!

In our upcoming version 6.7 release, we will begin sending all hosted policyIQ site e-mail from a dedicated mail server.  This will include e-mail generated from our new “Custom Alerts” feature in version 6.7.  The new mail server will make it much easier for your IT department to identify e-mail as coming from a trusted business partner in policyIQ, since it will be generated from a consistent location and can be easily traced back to a policyIQ domain.

Please contact our Support Team if you are experiencing any problems sending e-mail from your policyIQ site, and would like to receive more information on how this enhancement could be helpful to you.

This entry was posted in Features by Stacey Zearott. Bookmark the permalink.

About Stacey Zearott

Stacey is the Operations & Sales Coordinator for policyIQ. She is coming up on her 1 year anniversary with the company. She has a very strong background in sales and operations with 15 years in the communications sales industry. Not only does she bring this knowledge and background to the team, but a love of theatre, fun hair and just the need for a daily dose of laughter.

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