Troubleshooting ICOTS Email Issues

When an ICOTS user is not receiving emails, there are three common causes:

1. Incorrect Account Setup: Ensure the email address is accurate, contains no typos, and is all in lowercase.
2. Email Quarantine: The internal email server may have quarantined the email, often due to the presence of links.
3. Hard Bounce: The internal email server may have sent a "hard bounce" message to the ICOTS mail server, indicating that the email address doesn’t exist and disabling future emails to that address. 

ICOTS Users should report any issues to their state administrator or email administrator for troubleshooting, following these steps:

1. Verify Account Setup: State administrators should confirm that the ICOTS account is set up correctly. They can then send a test email using the “What is my password?” option on the ICOTS login screen, entering both the affected user's email address and their own. If one user receives the email while another does not, the issue lies with the user’s email server.
2. Safe Sender List: Ensure that the address no-reply@interstatecompact.org is added as a “Safe Sender” and is whitelisted to prevent emails from going to the junk or quarantined mail folder.
3. Check for Delivery Failures: If email delivery has failed and a hard bounce is suspected, the state’s ICOTS administrator can reactivate the email and provide the hard bounce log to the IT department to prevent future issues.

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