The last week we had a bit of trouble with email delivery. Some clients did not receive their invoice or license keys.

When we send emails to clients, we run into different situations:

• Email delivers normally.
• Email bounces back with a typo in the email address
• Email bounces back with server not accepting our emails
• Email bounces back with mailbox full message
• Email is detected as spam and moved to spam folder
• Email is detected as spam and discarded

Now when you miss your license, what do you do?

Most people email us and we send the license again. Which may just go into the same issue as before. Some clients become very angry about this.

What you want to do:

• Email us, so your mail server knows we are a valid contact.
• Email us and mention a different email address for us to answer
• Contact us via our feedback form on the website.

The key is to provide a second email address for CC, which goes to a different server. Like a gmail, gmx, me.com or similar service, you may use as a second email account.

If we have a phone number, we may call you to let you know that we can't deliver the email. But that is only possible, if you provide a real phone number and you actually answer the phone call from another country. That is especially useful to inform you about the full mailbox. We also sometimes contact buyers via LinkedIn or Facebook if we find them there.

In any case, please stay calm. Complaining to the credit card company, Paypal, the web shop may not work well, since that just causes a hassle for us to close the ticket.