Posted
Hello all, I’m obviously new here but I have an issue contacting or getting a confirmation email. Getting an account for the “users” site was no issue what so ever.
I am really looking forward to demo Synfire, but unfortunately there is no way to reach Cognitone apart from on here.
I tried to make an account using Firefox on 3 separate occasions and another time using Safari with a new password & name and this is using two separate email addresses, but it seems impossible to get a confirmation email. I then tried to contact “support@ cognitone dot com” but alas still no reply.
I use lots of software and have had to do a fair amount of confirmation emails through out the years and I have to say this is the first time this has happened, so maybe it’s worth looking deeper in to this issue, because the emails or servers are certainly not blacklisted.
Really not sure how to get to demo the software, any help here would be highly appreciated?
I have been watching lot’s of youtube videos on Synfire, so I was eager to see what I could achieve with this very impressive software.
Thanks for your time,
Thu, 2017-06-29 - 20:17 Permalink
Welcome to the user forum and sorry for the hassle. Thanks also for taking the time to post your issue here.
We received your email and replied yesterday already. Didn't you receive our reply?
If so, there's a serious issue with email deliverability. Please check if your email service or client software blacklists cognitone or sendgrid domains. We went to great lengths to ensure around 99% deliverability, which is pretty much the technical limit nowadays. Unfortunately, a working email communication is required to create and maintain a user account (e.g. for download links and passwort resets).
I remember a similar issue where a receiver's email was a Gmail account that he accessed via a mail client software (POP). Some mails seemed to never arrive, until an IMAP client, or the web interface of Gmail was used, which brought them to light.
As a workaround, you could try and use a different email address, at least for account creation (can change back later).
Let us know if the issue persists.
Thu, 2017-06-29 - 21:59 Permalink
Thanks for the quick reply Andre!
I have not managed to receive a reply email from Cognitone.
I think my main email clients software is (POP) but the other one isn’t, it’s the web interface of my other email that I used to sign up on here. I have no issue with any thing else, so this is perplexing.
I can’t find any info on blacklisted Cognitone or Sendgrid domains, but if that were the case, maybe you wouldn’t be able to get my correspondence either?
Again the help and information is well appreciated, a bit of a conundrum that I hope can be solved as I know a lot of people use what I use for email in this country and I’m really looking forward to trying this software.
Is it possible for you to try to email me on the email address that I used to sign up here
as that is different to the (POP) one you replied to?
Thanks,
Fri, 2017-06-30 - 11:34 Permalink
Your email service replied with an error message saying the shared Sendgrid IP we happend to also use is in an RBL (blacklist). That's a downside of using a service like Sendgrid that handles billions of emails a month. This RBL status is usually cleared by Sendgrid staff within 24 hours or so.
I sent a message to your other email, but it will probably not arrive at this time, until RBL status is cleared.
Sat, 2017-07-01 - 17:15 Permalink
Yes I received the email thanks, also managed to create an account with the same email!
Thanks for looking in to it and resolving the issue.
Now I get a chance with the demo!
Cheers,
FYI the other email address still has an issue, as just before logging on to here I attempted to create an account on there.