mail@grantapplication.com Issues

Bobbi Jo Eisenreich

How are people working around grantees not getting emails generated from mail@grantapplication.com? Of the 321 grant award email notices sent earlier this month, at least ⅓ of the grantees report not receiving the email/it going into spam/junk folders.

Brenda Noiseux

@Bobbi Jo Eisenreich I know it's not a direct answer to your question, but wanted to reach out. I brought this up with our team. If you have a list of the email addresses and dates where you know the email went to SPAM, if you open a Support ticket (if you haven't already), our team can check to see if there are any issues with those providers. Additionally, we've improved tracking on the mail@grantapplication.com domain to better identify issues.

Bobbi Jo Eisenreich

@Brenda Noiseux thank you…the problem is I don't always know the email address to which the email went to SPAM. The only way I know is when the contact reaches out regarding the status. What happened this year is our Public Affairs department followed up with an email to each of the grant recipients; that email was sent from a packers.com email. The contact received that email and had no idea they'd been awarded a grant so I knew there were issues with emails from mail@grantapplication.com going into SPAM. I never thought to contact Support because I didn't think there was anything that could be done.

Wendy Rohrbach

@Brenda Noiseux - We have had this problem for years and still do.

Wendy Rohrbach

@Bobbi Jo Eisenreich - I thought this was a known issue that just wasn't being addressed. We have had the same problem for years.

Brenda Noiseux

@Wendy Rohrbach email sometimes going to SPAM does happen. If it is reported in unusual numbers with details, the team can research to see if there's an issue with certain account types.

Monica Jordan

@Bobbi Jo Eisenreich We're just setting our system up so appreciate the heads up on this potential issue. The guidance we've received is to encourage applicants to add mail@grantapplication.com to their “safe senders list” to ensure the messages get through. Can others comment on whether this helps?

Bobbi Jo Eisenreich

@Monica Jordan we have language encouraging the addition of that email to the safe senders list. It isn't being followed and it may be that some just don't understand/know how to do that.

Audrey Kidwell

@Bobbi Jo Eisenreich

Here is the language we include at the end of all our emails for grantee partners. Please add mail@grantapplication.com to your safe senders list to ensure you receive all system communications.

For important emails (grant announcements, final reports) we send an email first from outlook saying instructions/emails about the specific task are coming from the system and to add that emails to the safe senders list. We like this approach because it helps us know if there is any staff turnover before the automated emails come from BBGM.

Bobbi Jo Eisenreich

@Audrey Kidwell thank you. Seems like a great way to work around the system except that means I'm sending 320+ emails twice.