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      Take proactive steps to ensure your participants receive Spidergap emails

      Simple instructions to share with your IT team

      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.

      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.
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