Customer Support Center

I am not receiving emails from SAS.

Whether you've just signed up for service or have been a long time customer, you'll always want to make sure you're receiving your messages properly. If you've configured your account so that messages are sent via email but you are having trouble receiving them, we've created an easy way for you to check and troubleshoot. 

The tutorial below includes: 


How to Check for Emails That May be Blocked

First, you'll want to log into your SAS Desk portal and go to Settings. To do this, click on the Gear icon in the upper right hand corner. 


Next, you'll want to scroll down to the section labeled Email block list and select Download.



Once downloaded, a .CSV file will appear with 3 columns. The first column will include the list of email(s) that are or have bounced, the second column will tell you the application they are bouncing from, and the third column will tell you the date and time in which they bounced.



If any of the email addresses listed are misspelled, you'll want to correct them as soon as possible. To do this, you'll need to find where they are located using the App column as shown above. Emails can be listed in a number of different places within your portal, including the Locations, the On-Call App, and the Email App to name a few.

NOTE: If the email(s) listed in this document are all correct, the issue may be on your side. You may want to check your Spam/Junk folder, add SAS as a safe sender, or check with your IT department if messages are still not coming through.


How to Update Your Email via the Locations

To check the Locations, click on the Locations tab on the left hand side of your portal.
 


Then, select Edit next to each Location you see where Email is listed under Delivery Preferences.


Once you have selected Edit, scroll down to the section labeled Receiving Your Messages. Below that title will be a box where your messages are currently being emailed. To edit the email addresses, simply highlight the address, edit, then hit Update. 

Note: You'll want to make sure to go into each Location where Email is the delivery preference and update all appropriate email addresses.

 

How to Update Your Email via the On-Call App

To check the On-Call app, click on the On-Call tab on the left hand side of your portal.



Then, under Staff Members, find the staff member the email address in question belongs to, and select Edit.


Note: If there is more than one email address that is misspelled, don't forget to update all of them.


How to Update Your Email via the Email App

To check the Email App, click on the Apps tab on the left hand side of your screen.



Then, scroll down to SAS Email Templates and select Configure.



Once you've opened up the Email App, scroll down to the Saved Templates section and click Edit next to the template(s) you would like to view and/or edit. 



After you've opened up the template of your choosing, you can edit the email address(es) in the Send to section on the right hand side. Then hit Save.



Note: You'll want to make sure to go into each template (if there are more than one) and update all appropriate email addresses.


Other Applications That May Need to Be Updated

While the Locations, the On-Call App and the Email App are the 3 main places an email would need to be updated, there could be a number of other places within your portal that you may need to check, depending on which applications you are currently using. For more information on where emails could be and how to update them, check out the help desk articles below:

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