Users do not receive any PINs from newly created email

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1

Dear Supporting team,

Our users use emails from the same domain to sign in to Glide app. Since yesterday, newly created emails cannot receive any PINs from newly created email.

I have checked inbox, spam or junk email but found nothing.

I did perform PIN request several times but no email received.

I checked these emails in the users table and they are typed correctly.

When I tested personal Gmails and other old emails from the same domain, these emails received PIN normally.

I use Legacy non-profit plan, so I can’t use messenger chat with support.

Please help to fix.

Thanks

2

@NoCodeAndy
Can you escalate this? It seems to be a pervasive issue. Glide status shows that everything is operational and the action log does not seem to detect this bug in the Send Email action.

Also someone may need to merge these threads.

3

Does the plan include unlimited user emails? Are you sure you haven’t hit the limit?

4

My usages are 55/100 private users and 2/10,000 public users. None of them are beyond the limit.

5

nope. I have used 4/500 updates.

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Can you test it on your end as well?

6

I checked my app page, Glide did not show any notification or any error.

I found some same threads. The solution is to send messages to supporting team via chat button but I can’t use that due to my current plan.

7

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I used 269/25,000 updates.

I tested but still the same. Only newly created emails since yesterday did not receive PIN mail. Other mails from same domain can get PIN mails.

I created new users using Google mail and also change current users’ mails to Google mail, these email can get PIN well.

8

Does your email provider have an IT team you can contact? Could there be a third party spam blocking service involved? I ask because where I work we have a third party service that blocks spam, so emails that are blocked don’t even make it to my inbox or spam folder. They are blocked higher up the chain. I still get email reports though from that service, so I have the option to view or unblock certain emails if necessary.

9

We are having the same issue, new users not getting any login pins via email

10

In my case, only newly created emails from our organization’s domain do not received PINs. Other emails, including Gmail and old emails of organization’s domain can get PINs easily.

11

Yes, I’m checking the email system but there may be no error. Until now, no third party service has been found, same settings for both old and newly created emails. But only new emails can’t get PINs.

In my opinion, it may be an error in Glide system that blocks new emails from our domain. Hope Glide team can fix soon.

12

There was an issue with notification emails earlier today that has since been resolved.

@anht if you’re still not receiving PIN emails, please open a ticket with our team via live chat in the builder. :slight_smile:

3 Likes
13

Thanks for your help, almost of all email has been received PINs mail. Now there is one email that cannot get PIN. How can I give you the detail to fix that?

I am using Legacy Non-profit plan so I can’t send messages directly to your team. And sometimes the live chat button does not work, I have clicked the button but the chat window rarely appears. Can you help to fix this as well?

14

What’s your Team ID and App ID?

Your Team ID is in the URL of your Glide dashboard, e.g.
go.glideapps.com/o/your-team-id-here

Your App ID is in the URL of the Glide builder, e.g.
go.glideapps.com/a/your-app-id-here

16

Our team ID is YZ7iVpLmCvjrLhoXpTQr.

And App IDs are pADFlnMhj1o09l6d6e3z - gX1YyLQKWOfsKMPadV3r - gl4wTNwVicBhXhh4zLsz

1 Like
17

Thanks @anht, that helps. :slight_smile:

If it’s only happening to one user out of several, chances are the PIN email is being caught in a spam filter. Have them check their spam/junk folder first.