Why are we (or our users) not receiving invitation or support emails?

The Issue

If invitations appears in the Locize but never arrive in your inbox, or if you aren't receiving replies from our support team, your organization's mail server is likely blocking our emails.

This usually happens because corporate firewalls or spam filters (like Mimecast, Proofpoint, or Microsoft 365 Defender) may flag automated emails or emails sent via third-party delivery services (like Amazon SES) as unauthorized.

The Solution: "Allow-listing"

To ensure reliable delivery, please ask your IT or Internal Security department to allow-list (whitelist) Locize. This tells your mail server that emails from us are safe and should be delivered.

Technical Details for your IT Team:

Please provide the following information to your IT department:

• Sender Domain: locize.com (or locize.app)
• Secondary Domain (Notifications): mail.locize.com (or mail.locize.app)
• Sending Service: Amazon SES (Simple Email Service)
• Region: eu-west-1 (Ireland)
• IP Ranges: We recommend allow-listing by domain (locize.com or locize.app).

Common Error: 5.7.1 "Delivery not authorized"

If our support team receives a 5.7.1 error when replying to you, it is a definitive sign that your server has a policy blocking our domain. Forwarding this error to your IT team will help them identify the specific rule that needs to be adjusted.

Still having trouble?

If your IT team has confirmed that locize.com is allow-listed and you still aren't receiving emails:

1. Check your Junk/Spam folders.
2. Verify that the user's email address in the Locize UI is spelled correctly.
3. Try inviting a user with a different email domain (e.g., a personal @gmail.com address) to test if the delivery is successful outside of your corporate network.

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