What can we help with?

You can use eTailPet to send all kinds of emails for your business, like customer order confirmations, purchase orders, and vendor credit requests. If you encounter issues with your emails though, you can try a few things to resolve them. See how you can make it work!

Password Reset Email Not Received

If you ever forget your password, you can click on Lost Your Password? in the login page. But if you don't receive the email containing a reset password link, there are ways to work around this.

Set Up an Email Alias

Retailers often need multiple email addresses for different register logins. It may be tempting to use a fake login email address (meaning it doesn't actually exist) to avoid additional email costs, but if you forget the password, you won't receive the password reset email.

1. You can set up an email alias that goes to your main email address (instructions vary depending on your email provider).
2. Contact your email provider's support center or visit its FAQ page.
3. Search using "email alias" to find an article detailing instructions.

Set Password Using Another Account

You can also manually set the password if you use an Administrator account in the eTailPet system. Here's how:

1. Log in to eTailPet using an Administrator account.
2. Go to Admin & Crews > Admin Users. 
   
3. Click on the Name associated with the account. You can find the corresponding email address to the right of the person's name. Their user details page will open.
4. In the upper left of the page, click Set Password. This will open another page where you can set a password. Do not click the Reset Password button if the email address doesn't exist because that will just attempt to send a reset link. 
   
5. In the page to set a password, enter the admin user's New Password. This is what they'll use to log into their account.
   
6. Re-enter the password in the Confirm Password field. Make sure this matches the field above it.
7. Click on the Save button to save the new password.

Email Goes to Spam or Junk Folder

Email providers try to catch spam email on your behalf, so important emails might go directly to your junk folder. To prevent this from happening, add the reset link email to your safe senders list in your email client. This is sometimes called whitelisting.

Mark an Email Address as Safe in Outlook

If you're using Outlook (formerly Hotmail), do the following to make sure your emails don't go straight to spam. This works for both the Outlook desktop app and its web browser version (outlook.com).

1. Open Settings by clicking on the Gear icon in the upper right.
   
   
2. Click on the Mail tab.
3. Click on the Junk Email tab.
4. Scroll down to find the Senders section.
5. The Safe Senders and Domain tab will be open by default; click on it if it isn't.
6. Click on the Add Safe Sender button.
7. Enter the email address you're marking as safe.
8. Click on OK.
9. Save the sender list by clicking on the Save button in the lower right.

Now you'll always receive emails from this sender.

🐱 Please Note: If you've accidentally blocked your own domain email address or find that you can't receive emails from yourself, please reach out to support using the contact information at the bottom of this article.

Others Are Not Receiving My Emails

There are several reasons your email may not get received.

1. The most common reason that emails don't get delivered is because a customer has accidentally unsubscribed from your email group. Contact the help desk if you think this may be the case.
2. The second most common reason is that the emails are going directly to the junk folder of the receiver. Have them check their own junk folder and mark your domain as a safe sender. For instructions in Outlook, read the Email Goes to Spam or Junk Folder section above.
3. The third most common reason is that the email is blocked by the receiving email provider. We have no control over third party email clients like Gmail or Yahoo when they refuse emails. The easiest way to resolve this type of issue is to use a Gmail account for your orders. If you own your own domain (example: eTailPet.com) and you are using a managed email service, you may be required to add sender authentication to your email server using CNAME records.

Related Topics

Email Address Setup

Email Marketing

Email Report

Frequently Asked Questions

Q: What if my login email address doesn't actually exist (I just made it up for a register login)?

A: Set up an email alias that forwards to your real inbox, so you still receive password reset emails sent to it.

Q: Can I reset a user's password for them instead of waiting on the reset email?

A: Yes, if you have an Administrator account. Go to Admin & Crews > Admin Users, open their account, and click Set Password — not Reset Password, since that just tries to email a link to an address that might not exist.

Q: My customers say they never got their order confirmation email. What's the most likely cause?

A: Most often it's because they accidentally unsubscribed from your email group — contact the help desk to check. The next most common causes are the email landing in their junk folder, or their email provider blocking it outright.

Q: What does "whitelisting" an email address mean?

A: It means marking that sender as safe in your email client, so future emails from them skip the junk folder automatically.

Q: I own my own domain and send emails through a managed email service — is there anything extra I need to set up?

A: You may need to add sender authentication to your email server using CNAME records, especially if receiving providers like Gmail or Yahoo are blocking your emails.

Q: I have a question, but I can't find my answer here. How do I get more assistance?

A: You can ask any question at the number listed here. Contact our support team at (323) 370-0738 for the U.S. and (888) 370-2363 for Canada.