Pass links, announcements, package notices and password emails all come from one of a small number of senders. Knowing which one applies to your community is the difference between a working allowlist and a guess.
Which address sends your community's email
- By default, email is sent from [email protected]. This is the address to add to your contacts or safe-senders list.
- If your community office has connected its own email account, messages come from the office's own address and display name instead.
- If your community's security company has connected one and the office has not, the security company's address is used.
The quickest way to know is to look at the From line of any message you have received — a welcome email, an announcement, a pass you sent yourself. Allowlist that exact address.
Replying
Replies do not go to the noreply address. Every message is set to reply to your community office's contact email, so hitting reply reaches a person at the office. If your community has no contact email on file, replies go to the platform's own reply address instead.
Steps that fix most cases
- Search your spam or junk folder for the sender address above and mark a message as Not spam.
- Add the sender to your contacts or safe-senders list.
- If you use a work address behind a corporate filter, ask IT to allow the sender, or ask the office to switch your account to a personal address.
If nothing arrives at all
- Check the email on your account with the office — a typo there is the most common cause.
- For the welcome email specifically, ask the office to resend it. Resending always issues a fresh temporary password, so use the newest email.
- If your community's service is paused, no email goes out at all until it resumes.
Good to know
- Every message includes a plain-text version alongside the formatted one, which helps with strict filters and with mail clients set to text only.
Related
See “I didn't get my welcome email or temporary password — what now?” and “I'm not getting notifications”.