Troubleshooting Missing Easy Employer Emails

Updated 2025-12-29 05:31:12 UTC Created 2025-07-21 22:39:48 UTC

This guide helps managers troubleshoot when a user reports they are not receiving email notifications from Easy Employer. It includes quick checks you can ask the user to perform, common causes, and when to escalate to internal IT.

NOTE: Easy Employer uses Amazon Web Services (AWS) for email delivery, using AWS Simple Email Service (SES). If a user is not receiving emails, the most common causes are inbox filtering, mailbox rules, an incorrect email address, or organisational email security policies. 

Contents

Who this is for

Use this guide if you manage users who should be receiving Easy Employer emails, such as roster notices, leave updates, system notices, or online access invitations.

Common causes

If a user reports they are not receiving Easy Employer emails, common causes include:

  • Emails are being delivered to the user’s Spam or Junk folder
  • Email rules or filters are moving emails to another folder
  • The user’s email address in their profile is outdated or misspelled
  • The email provider is blocking or quarantining emails

Quick manager checklist

Run through this checklist before escalating:

Check What you are confirming
Email address is correct The email address in the user’s profile is accurate and still in use.
User checked Spam or Junk The email is not being filtered into another folder.
User searched sender addresses The user searched for emails from comms@easyemployer.net and comms+prod@easyemployer.net.
Sender is marked safe The user marked the email as Not Junk or Not Spam and added the sender addresses to contacts or safe senders.
Scope of issue understood You know whether this impacts one user, a team, or the whole organisation.

User-side troubleshooting (Gmail, Outlook, Apple Mail)

Ask the user to complete the steps below.

Find the email

  1. Check Spam or Junk folders.
  2. Search their mailbox for easyemployer.
  3. Search specifically for emails from:

Correct the filtering

  1. If the email is in Spam or Junk, mark it as Not Spam or Not Junk.
  2. Add both sender addresses to the user’s contacts or safe sender list.
TIP: If the user is using a personal inbox, the most common providers are Gmail, Outlook.com, and Apple iCloud Mail. If they use a different provider, the steps are still the same: check Spam or Junk, mark as Not Spam, and add the sender to contacts or safe senders. 

When to escalate to internal IT

Escalate to your internal IT team if any of the following are true:

  • Multiple users are affected
  • The user is on an organisation-managed email system
  • Emails are being quarantined before reaching the user’s mailbox
  • Your organisation uses advanced email security systems (for example Microsoft 365 Defender, Mimecast, or Proofpoint)
TIP: Ask IT to review allowlisting for Easy Employer domains and sending infrastructure. Use: Allowlisting Easy Employer Emails (Client IT Guide) 

Temporarily changing the user’s email address

If the user still is not receiving emails, you can run a controlled test by temporarily changing the user’s email address to one you can access. This helps confirm whether the issue is isolated to the user’s original inbox.

  1. Navigate to the employee’s profile in Easy Employer.
  2. Update the user’s email address to your own (or another known working email address).
    • If the email field is locked due to an integration (for example MYOB AccountRight or CloudPayroll), remove the integration mapping in the user’s integrations tab first, then update the email. Remember to perform a user import to re-integrate them.
    • You can also import this from the integrated system by updating the email address there temporarily, then performing a user import, then changing it back once done.
  3. Trigger an action that generates an email (for example send an online access invitation or publish a roster).
  4. Confirm whether the email is received at the temporary address.

If the email is received at the temporary address, this confirms Easy Employer is sending emails correctly and the issue is isolated to the user’s original email system or mailbox.

NOTE: Once testing is complete, make sure you revert the user’s email address to the original address. 

What to capture before escalating

If you need to escalate to IT or support, capture the information below:

  • The affected user’s email address
  • The type of email they are expecting (for example roster notice, leave update, online access invitation)
  • The approximate date and time the email should have been sent
  • Whether the issue affects one user or multiple users
  • If available, a copy of the email headers from Spam, Junk, or quarantine