How do I fix issues with not receiving emails, text messages, or notifications from ComplianceMate?

Answer

ComplianceMate sends emails, SMS text messages, and notifications to stores. If you are not receiving one or more of these, there are things you can do to troubleshoot the issue.

The instructions listed below are what one would typically need to carry out on a Samsung phone or tablet. These instructions may vary depending on the operating system and apps that you are using for mail, email messages, and phone calls. As notifications are processed through the Mobile App, the instructions may vary depending on the operating system.

For emails...

Emails from ComplianceMate may come from different emails addresses, but all use one of the following domains:

• compliancemate.com
• compliancemate.zendesk.com

You will need to make sure you are receiving emails from all applicable ComplianceMate addresses:

• Check your Spam/Junk folder of your email client to see if any emails from compliancemate.com are there. If so:
  1. Right click on one of the ComplianceMate emails and choose Not Junk/Spam from the pop-up menu. The email will be moved to the Inbox and the address will be added to your Safe Senders list.
  2. Move all other emails from that same email address (e.g., support@compliancemate.com or no-reply@compliancemate.com) from the Spam/Junk folder to your Inbox.
  3. Repeat Steps 1 and 2 for each different ComplianceMate email address.
• Check your email account's Block Senders list to make sure no ComplianceMate email addresses or domains are on the list. If yes, remove them from the list.
• Check you email account's Safe Senders list, if available, and add ComplianceMate email address or domains to those lists.

For SMS text messages...

In your messaging app, access your blocked messages and numbers and make sure that no messages from ComplianceMate have been blocked. For example, for the Samsung Messages app, carry out the following:

1. Start the Messages app.
2. Tap the More options (3-dot) icon and choose Settings.
3. Tap Block numbers and spam.
4. Tap Blocked messages.
5. Scroll down to see if any of the messages are from ComplianceMate.
   • If yes:
     1. Press and hold the message until a checkmark appears to the left.
     2. At the bottom of the screen, tap Unblock number. A message appears letting you know you can now receive messages and calls from that number.

Additional instructions for restarting STOPPED messaging can be found in How do I resume receiving SMS notifications after replying STOP?.

For phone calls...

In your phone app, access you blocked numbers and make sure here are no numbers from ComplianceMate that have been blocked. For example, in the Samsung Phone app, carry out the following:

1. Start the Phone app.
2. Tap the More options (3-dot) icon on either the Keypad, Recents, or Contacts screen and choose Settings.
3. Tap Block numbers. A list of numbers appears with a red dash to the right.
   • If the number is associated with a contact, the name of the contact appears below the number.
4. Scroll down to find any ComplianceMate numbers that are blocked.
   1. If a blocked ComplianceMate number is found, tap on the red dash. You will get a message that says you will now be able to receive phone calls and messages from that number.

For notifications...

To make sure you can receive notifications through the Mobile App, carry out the following:

1. Open Settings.
2. Scroll down and tap Apps.
3. Scroll down and tap ComplianceMate.
4. Scroll down and tap Notifications.
5. On the notifications screen, make sure all notifications settings are enabled.

Contact Support

If after all of the above you are still not receiving emails, SMS messages, phone calls, or notifications, contact the ComplianceMate Support Team. We will be glad to assist.