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What to do if you are not receiving e-mails from On Center

Reference Number: AA-00216 Views: 2126 Created: 01/13/2016 11:02 am Last Updated: 05/02/2018 01:24 pm 0 Rating/ Voters
If you have recently registered for kBase, you will not receive an e-mail. You should be able to login within 24 hours of registering. If you are unable to log into kBase, send an e-mail to documentation@oncenter.com to check the status of your registration.

Common Issues

  • You are not receiving fulfillment e-mails from Customer Service (purchases).
  • You do not receive update e-mails On Center Software sends regarding new versions.
  • You completed the online PlanViewer form several times and still have not received the download e-mail.
  • You do not receive notification of sent/received eQuotes or your vendor states they are not receiving eQuote requests.
  • You do not receive bid packages sent via e-mail.
  • You are not receiving case notifications when you open a case with Support or when a Case is closed.

Possible Causes

  • The e-mail(s) may be going to either the Bulk Mail or Junk Mail folder or may be blocked by your ISP (Internet Service Provider) or corporate spam filter. Check your e-mail system’s Bulk Mail or Junk Mail folders.
  • Sometimes, e-mails with certain attachments may be blocked by your e-mail provider the e-mail may have been identified as Spam or Junk.
  • Your e-mail provider may have blocked the e-mail due to the large volume of e-mails On Center sends to various clients.
  • You may have typed an e-mail address incorrectly.

Possible Resolutions

  • If the e-mail is found in your personal junk mail, add On Center Software (oncenter.com) as a SAFE sender
  • If the e-mail is not found, contact your IT department or e-mail provider – On Center Software e-mails may be blocked on a server level. Ensure your e-mail provider adds oncenter.com as a safe domain (white list 'oncenter.com').
  • Contact On Center Software to ensure your e-mail address is correct in our system.
  • Check your e-mail address in Quick Bid and your vendor's e-mail to make sure it is correct.

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