Email notifications in Legatics keep participants informed about updates and assigned actions. If notifications aren’t being received, it’s often due to settings, permissions, or external email delivery issues.
This guide will help you troubleshoot these problems and identify when to contact support or escalate delivery issues with your organization’s IT team.
Note: It's rare that we can solve email delivery issues. In most cases, it's because of settings outside of our control.
Emails from matters
Check it's an email we send
Check to make sure the email you're expecting to get is an email we send.
Check personal email notification settings
You can control how often you receive certain notifications from matters, and what you get notified about. Check that you've got this turned on and the time you set aligns with when you expect to get the message.
Verify matter-level email settings
For certain notifications to be sent for a matter, email notifications must be enabled for the matter. Check with the matter administrator that they're turned on
No emails if you took the action
You won’t receive matter email updates notifications for the following actions if you take the action yourself:
Uploading documents
Uploading new versions of a document
Leaving a comment
All emails
External email delivery issues are often beyond Legatics' control. But there are some simple steps you can do to try resolve delivery issues on your end.
Check spam or junk folders
Check your email spam or junk folder for notifications from Legatics.
Add to safe sender list
Request your IT team to whitelist emails from Legatics.
Note: Emails will come from different addresses, depending on the instance you're working in. Contact us to get the emails to add to the safe sender list.
Review firewall and email filters
Get your IT team to verify that our email addresses are not blocked by your email firewall or spam filter.
Check your email server logs
Ask your IT team to review email server logs to identify if emails from our email addresses were received but flagged, delayed, or dropped. They should look for specific bounce-back messages or delivery errors that might indicate the issue.
Confirm email domain security settings
Check with your IT team if your email system allows emails sent via third-party platforms like Legatics. Specifically, verify that SPF (Sender Policy Framework) and DKIM (DomainKeys Identified Mail) settings are not blocking emails from Legatics.
When to contact Legatics support
If the above steps don’t resolve the issue, contact support@legatics.com with the following details:
The steps you've take to resolve the issue
Any bounce-back messages or email server log details with Legatics support to help identify potential issues.