When you register for an account with us or contact our support department we will confirm receipt of the email, usually with a few minutes. If for any reason you do not receive the confirmation, then there are two possibilities:
- You used the wrong address with us or it contained an error.
- Your email provider blocked our response or marked it as SPAM.
If you are sure that the email you used was correct, the issue is most likely the latter and our email to you has been marked as SPAM or blocked by your email provider.
The first thing to do is to check your SPAM or Junk email folder, if you find our emails in there, then you should be able to mark it as 'Not Spam' and this should prevent any future emails being marked in this way.
If you can't find our emails in your SPAM or Junk folder then it possible that your email provider has just blocked our emails outright. In this case you need to whitelist or email addresses and this will ensure your email provider always accepts them.
Whitelisting our emails
All email providers vary slightly in their method for white listing email address, but the principle will be similar. In this case, as the worst offender is Microsoft (hotmail.com / live.com and outlook.com) we will show you how to whitelist our emails in hotmail.com or live.com
- Log in to hotmail.com or live.com
- Click on the gear or cog icon to open your menu and choose Options
- Under Preventing Junk Mail, click on the link for Safe and blocked senders
- Click on Safe senders
- Enter my-private-network.co.uk and click on Add to list
That's it, you have now white listed our domain and should receive all future mails from us in your Inbox. You can test this by sending an email to email@example.com, you should receive a confirmation email within 5 minutes.
If it still doesn't work, please get in touch via Facebook and we will do our best to help you.