If you're not receiving email messages generated by PoolCar, try these tips:

Spam Folder

The first place to check is your spam folder. The spam status of emails can change on a whim so while you may have received emails yesterday that could have changed today.

Are emails turned off?

Log in to PoolCar as a SysAdmin and go to Main Menu > Account Settings > Application settings

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Find the setting Stop all Emails in the Emails group. This should be set to No. If it is set to Yes - and you want to enable it - change the setting and scroll down to click the 'Save' button.

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DMARC

PoolCar system emails are sent from Amazon Web Services (AWS) on behalf of your PoolCar site. We have configured our email sending through AWS to add DMARC headers to emails as “proof” they are sent legitimately. Your email system will read the DMARC headers to determine if it should trust emails purporting to come from poolcar.com. In some cases email systems will modify the body of email messages to try to make the email safe for users, e.g. by replacing potentially dangerous web links with filtered links. This kind of modification will almost certainly result in the DMARC headers becoming invalid, and the email system rejecting the email. In the case of the poolcar.com domain, the DMARC configuration requires the recipient to “quarantine” messages which fail DMARC checks, and this will probably mean the email ends up in your spam folder.

In the case where legitimate poolcar.com email is failing DMARC checks you should check if the body of the email has been modified before it was delivered. If your PoolCar site is using email templates that contain web links (for example, to your own PoolCar site) you should check whether these links are rewritten in the received email. If so, either have your poolcar.com domain whitelisted in your email system, or remove the links from your email template.

Email Spoofing

Email spoofing is a kind of spam filter control used by your organisation's email server. Not every organisation has this enabled, but some do.

To 'spoof' an email means to fake who the email has been sent by. Your email server may be configured to assume that all legitimate email coming from your organisations email address MUST originate from within your organisation's server network. Any email that purports to be from your organisation that originates from OUTSIDE your network must therefore be fake.

PoolCar will send email messages on your behalf as though they have come from you, which may trigger the spoofing controls. There are numerous ways around this.

1. Go to Sysadmin > Application Settings and change who the emails come from

2. Try using noreply@poolcar.com in the System Email Address field. Make the All emails come from System email address is set to ‘Yes'. These settings are found in the Emails group
   

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3. Set Booking emails com from Primary Contact is ‘No’, found in the Bookings tab
   

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4. Send a test message by creating a new booking and ticking the 'send email receipt' to see if you receive the email. If you do receive the email then it was the spoofing controls stopping emails from reaching their intended person. In which case, you can leave the system email address as noreply@poolcar.com

Ask your IT department to relax the spoofing controls IF the email is sent from the PoolCar servers

To fix this issue, your IT department will need to modify your email SPF settings by whitelisting either the Poolcar SPF DNS record or Poolcar server IP:

If the customer wants to use the Poolcar SPF DNS record:

• Find the SPF record for poolcar.com (i.e. noreply@poolcar.com (the default email address for PoolCar)) using the MX Toolbox site (https://mxtoolbox.com/SuperTool.aspx?action=spf)

If the customer wants to use server IP whitelisting:

• Add the Poolcar server¹

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• on your SPF record.

¹ List of PoolCar servers.

² List of firewall servers.

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