ISMS Copilot
Getting started

Not Receiving Confirmation Emails

If you're unable to receive signup confirmation or password reset emails from ISMS Copilot, follow the steps below to resolve the issue.

Our emails come from @ismscopilot.com. You may need to check your spam folder or whitelist these addresses.

Step 1: Check Your Spam/Junk Folder

Our transactional emails sometimes get filtered by aggressive spam protection.

What to do:

  • Check your Spam, Junk, or Promotions folder

  • Search for emails from @ismscopilot.com

  • If found, mark the email as "Not Spam" or "Not Junk"

  • Move it to your inbox

Step 2: Add Us to Your Safe Senders List

Prevent future emails from being blocked by whitelisting our domain.

Add these to your safe senders or whitelist:

  • Domain: ismscopilot.com

How to whitelist (common providers):

  • Gmail: Add to Contacts, or create a filter for @ismscopilot.com → Never send to Spam

  • Outlook: Settings → Mail → Junk email → Safe senders and domains → Add ismscopilot.com

  • Apple Mail: Add sender to Contacts or create a rule to move messages to Inbox

Step 3: Check with Your IT Administrator

If you're using a corporate email (Microsoft 365, Google Workspace, or other managed email), your organization's email security may be blocking our emails.

Corporate email systems use aggressive filtering to protect against spam and phishing. Legitimate transactional emails can get caught in these filters.

Ask your IT administrator to:

  1. Check the Exchange Online Message Trace or email quarantine logs

  2. Search for blocked messages from ismscopilot.com or the sender addresses above

  3. Whitelist our sending domain if messages are being blocked

  4. Release any quarantined messages

Common reasons emails get blocked:

  • IP reputation filtering (Spamhaus, Spamcop, or other blacklist checks)

  • Aggressive spam filters with strict scoring thresholds

  • Safe Links / URL scanning blocking confirmation links

  • External sender warnings or attachment/link policies

  • Domain authentication issues (SPF, DKIM, DMARC validation failures)

Providing your IT admin with our sender domain (ismscopilot.com) and the specific email addresses will help them locate and resolve the issue quickly.

Step 4: Contact Us for Manual Activation

If none of the above steps work, our support team can manually activate your account using a database command.

How to reach us:

Please include in your message:

  • Your email address (the one you used to sign up)

  • The error message you see (if any)

  • Whether you checked your spam folder

  • Whether you checked with your IT department (if using corporate email)

We'll manually confirm your email in our database so you can start using ISMS Copilot right away.

Manual activation typically takes less than 24 hours during business hours. You'll receive a confirmation email once your account is activated.

Why Does This Happen?

Email deliverability is complex, especially for transactional emails like account confirmations. Corporate email servers use aggressive filtering to protect against spam and phishing threats. Sometimes legitimate emails get caught in these filters.

We're continuously working to improve email deliverability:

  • Maintaining strong sender reputation

  • Implementing proper domain authentication (SPF, DKIM, DMARC)

  • Monitoring email delivery rates

  • Working with email providers to resolve delivery issues

Your feedback helps us identify and fix issues faster. If you experience email delivery problems, please let us know so we can investigate.

Still stuck? Use our support form - we're here to help!

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