Thousands of organizations worldwide trust Spidergap for their 360° feedback needs. While our emails typically arrive without delay, there are instances where they might not reach you as expected, often due to stringent email filters. We've compiled guidelines for you and your IT team to avoid and address such issues proactively.

Proactive Steps for Uninterrupted Email Communication

To ensure Spidergap emails are delivered smoothly and not blocked by your email security, please take the following steps:

Verify email sender and domains to configure trusted sources:

Within your email system’s filtering and security settings, locate the section for managing safe senders or trusted domains.
Add app@spidergap.com to the list of trusted senders.
Add spidergap.com to the trusted domains list, ensuring all emails from Spidergap are reliably delivered.

Educate and engage your team:

Inform your team members about the emails they can expect from Spidergap and encourage them to adjust their personal email settings if necessary — such as creating or adjusting inbox rules to prevent these emails from going to spam.
Ask your team to inform you if they don’t receive an email or if an email gets marked as spam to facilitate prompt resolution.

Review and configure IP Range acceptance:

Navigate to your email security gateway or firewall settings.
Locate the section for IP allowlisting (sometimes referred to as IP safelisting).
Add the following IP address ranges to the allowlist to include those that our emails originate from:
- 50.31.156.96/27 – This includes IP addresses from 50.31.156.96 to 50.31.156.127.
- 104.245.209.192/26 – This includes IP addresses from 104.245.209.192 to 104.245.209.255.

Ensure that these ranges are also reflected in any applicable SPF records.

Email Server Configuration:

Verify that the server is set to accept and not automatically filter out emails from the above ranges.
If applicable, update any relevant rate-limiting settings to accommodate expected volumes of email from these ranges.

SPF Record Update:

Check the organization's DNS records for the current SPF record.
Update the SPF record to include Spidergap’s sending servers, ensuring legitimate emails are not rejected.

Monitoring and Logging:

Set up monitoring for the acceptance of emails from the new IP ranges.
Keep logs of email traffic from these ranges for at least 30 days to help troubleshoot any potential delivery issues.

What to Do If You Encounter Email Delivery Issues

Despite these best efforts, issues may still arise. If your organization encounters any hiccups when receiving emails from Spidergap, you and your IT team can take the following steps to diagnose and resolve the issue quickly.

Inspect junk/spam folders:

Instruct team members to check their Junk/Spam folders for any emails mistakenly routed there.
Should Spidergap emails be found, mark them as 'Not Junk' or 'Not Spam', and add app@spidergap.com to the safe senders' list.

Review email security gateway:

Have the IT team examine the security gateway logs (Eg. Barracuda) to determine if Spidergap emails are being blocked or filtered.
Look for any rules or configurations that could be causing legitimate emails to be flagged.

Track engagement:

Verify that team members are engaging with the emails — opening them, clicking through, and not marking them as spam. Lack of engagement can affect deliverability.

Collaborative Solutions

Liaise with the email service provider:

If initial checks do not resolve the issue, contact your email service provider. They can offer insights into any wider delivery issues and suggest solutions.

Reach out to us:

Reach out to support@spidergap.com with specific examples of delivery issues. Providing details such as timestamps and error messages to help us support you and your IT team to diagnose and resolve any problems.