Depending on the email systems, security products, email clients and company policies, you may need to add our details to your 'allow lists'. Our emails come from dedicated IP addresses with clean reputation, but sometimes security products can interfere and block our emails which will result in your employees not receiving them in a timely manner.
To guarantee our emails are delivered properly, the team responsible for managing your email systems should review the information below and add our details to your allow lists.
This isn't mandatory, but we would strongly advise doing this to ensure a reliable service from us.
IPs & Domains Used
Reward Gateway uses separate, dedicated IP addresses and hostnames to send different kinds of emails. We have a range of products and not all the below emails will be relevant to you. If in doubt, check with the Implementation Team or your Client Success Manager.
Transactional emails are relevant to every product and are the most important emails we send. We strongly suggest ensuring they are on your allow lists to avoid missing important emails.
|Transactional Email - Account Recovery, security alerts, invoices, notifications, confirmations.
|Bulk Email - SmartSpending newsletters, Blog Posts shares, Email Digest - Always contains an unsubscribe link.
|Surveys - Survey invitations, notifications
Our 24/7 Employee Support Team and 24/5 Client Support Team use customer service software called ZenDesk, which may send emails in response to your support queries.
In cooperation with your HR department, your dedicated Client Success Manager may organise tailored email campaigns to promote certain benefits or events. Those emails come from a separate system, details listed below.
|Support - ticket conversations to employees and HR teams who raise support queries with us.
See ZenDesk's Guide, or as of 19/11/2021:
|Ad-hoc, tailored email campaigns by your Client Success Manager.
The following domains provide web content - such as images - for email messages sent by Reward Gateway. These domains serve HTTP/HTTPS content.
Occasionally we'll ask for feedback on your experience with our products and services. This is run by our partner Delighted. These emails will come at the end of your Implementation process and at various points after launch.
These emails will be sent only to our primary contact (usually someone in Human Resources).
Our Implementation team uses the GUIDEcx client onboarding software to manage the implementation process. You'll receive emails from GUIDEcx from the following IP address:
|GUIDEcx (via SendGrid)
If you do not receive emails from us after following this guide, our Client Support Team is available to help.
Do you have email security setup?
Yes. SPF and DKIM records are configured on the relevant domains for the appropriate IP addresses.
Do you use HTML emails?
Yes. HTML is used in emails with assets loaded from the hostnames provided above.
Do you support all email clients?
We support all modern email clients and test them all frequently. If you're using Outlook and our images are not showing properly, it's likely your IT team will need to add us to an allowlist.