A Mediads email that never arrives is almost always held on the way, not lost. This article covers the 4 emails users usually wait for:
The verification code when you sign up,
The invitation to join a Mediads Workspace,
The password reset code,
And Mediads notifications.
For each one: what you can check yourself, what to ask your IT team, and how to reach the Mediads support team.
Which addresses do Mediads emails come from?
Mediads emails come from 2 sending addresses. Search your mailbox for both, including your spam or junk folder:
noreply@app.mediads.io: invitations to join a Mediads Workspace, sign-in codes and password reset codes.
noreply@mediads.io: Mediads notifications, such as "You have assets to review", reminders and "Your assets have been reviewed".
Why does a Mediads email not reach my inbox?
When a Mediads email does not reach your inbox, the most common cause is your company's email security filter. The email is delivered to your mail server, then held in quarantine or moved to junk, without any error message. Microsoft 365 and Outlook filters do this most often.
Two signs point to your company's filter:
The email is nowhere in your mailbox, not even in spam or junk,
Colleagues at the same company have the same problem.
The fix is for your IT team to release the email and allow Mediads for the future. See What should I ask my IT team? below.
I signed up and never received my verification code, what should I do?
After you create your Mediads account, Mediads sends a verification code to your email address. If the verification code does not arrive:
1. Check that you signed up with your company email address. Mediads does not accept personal or disposable email addresses at sign-up, such as addresses ending in @gmail.com, @yahoo.com, @outlook.com, etc.
2. Look in your spam or junk folder.
3. Ask your IT team to check the mail quarantine, and send them the message in What should I ask my IT team? below.
How to create your account step by step: see Creating your brand account on Mediads.
I was invited to a Mediads Workspace but never received the invitation, what should I do?
When someone invites you to their Mediads Workspace, you receive an invitation email from noreply@app.mediads.io. If the invitation does not arrive:
1. Check your inbox and your spam folder.
2. Ask your IT team to check the mail quarantine. Microsoft 365 and Outlook filters often hold these invitations.
3. Ask your Mediads Admin to send your invitation again from the "Organization" section › "Team", "Invitations" tab.
If the link in your invitation does not work the first time you open it, your company's link protection may have opened it before you. Ask your IT team to exclude mediads.io and app.mediads.io from link rewriting, then ask your Mediads Admin to send the invitation again.
Everything about signing in and accessing your Mediads Workspace: see Getting into your Mediads Workspace: login, access and permissions.
I asked for a password reset code and it never arrived, what should I do?
A Mediads password reset code comes from noreply@app.mediads.io. If the password reset code does not arrive, look in your spam or junk folder, then request a new one: on the Mediads sign-in page, select "Forgot password?", enter your email address and select "Send code".
If you signed in with "Continue with Google Workspace", you have no Mediads password: see Getting into your Mediads Workspace: login, access and permissions.
I do not receive Mediads notifications, what should I do?
Mediads notifications, such as "You have assets to review", reminders and "Your assets have been reviewed", come from noreply@mediads.io.
If Mediads notifications stop arriving, look in your spam or junk folder, then ask your IT team to allow both Mediads sending domains.
How do I stop Mediads emails from going to spam?
If you find a Mediads email in your spam or junk folder, mark it as not spam, then add mediads.io and app.mediads.io to your safe senders. The exact menu depends on your email client.
What should I ask my IT team?
If Mediads emails are held by your company's email security, whether on Microsoft 365, Google Workspace or a security gateway such as Proofpoint, Mimecast or Barracuda, send this message to your IT team:
"Please allowlist (whitelist) the domains mediads.io and app.mediads.io and add them to the safe-sender list, release any Mediads messages from quarantine, and exclude these domains from URL rewriting and link scanning."
Ask your IT team to allow Mediads by domain, not by IP address.
Still no email after your IT team has allowed Mediads?
If a Mediads email still does not arrive once your IT team has allowed mediads.io and app.mediads.io, contact the Mediads support team. Select the chat button at the bottom right of any Mediads page. Then, click Start a conversation.
Give the Mediads support team:
The exact email address that does not receive the emails,
Your email provider (Microsoft 365, Google Workspace or other),
And whether your IT team uses a security gateway such as Proofpoint, Mimecast or Barracuda.
How the chat works: see Who to contact and how.