Emails not being received
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
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.
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.
- Go to Sysadmin > Application Settings and change who the emails come from
- 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
- Set Booking emails com from Primary Contact is ‘No’, found in the Bookings tab
- 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:
Note: It is better to get the SPF record dynamically via a tool as it is guaranteed to be the correct SPF record (i.e., avoid many sources of truth). Using the server IP method can cause issues as the customer will need to update their SPF record if Smartrak needs to do any server changes. Whereas, using the Poolcar SPF DNS record means the customer wouldn't need to update their SPF record in the future.
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 and Poolcar firewall server2 on your SPF record.
1 List of PoolCar servers.
| Country/Reseller | Server name | IP Address |
|---|---|---|
| Australia | 20.11.134.186 119.9.27.94 119.9.27.128 119.9.52.58 | |
| Americas | useast-aup-app1.poolcar.net.au | 20.25.116.93 |
| UK/Europe | pclon1.poolcar.net.au | 162.13.124.139 |
| Customfleet | prod-syd-app4.poolcar.net.au | (119.9.52.10,119.9.27.164) |
2 List of firewall servers.
| Country / Reseller | Server Name | IP Address |
|---|---|---|
Australia / New Zealand | 119.9.54.64 | |
Americas | 162.209.99.95 | |
UK/Europe | 162.13.44.82 |
If you are unable to find an answer to your question here please log a support request via the Smartrak Service Desk