Email Deliverability Troubleshooting

If Biller Genie's invoice reminders, receipts, or autopay-failure alerts aren't reaching you or your customers, the most common cause is your email provider's spam filter rejecting or quarantining the mail before delivery. This article walks through how to recognize an IP-based delivery problem, how to allowlist Biller Genie's sending IPs at the major email providers, and when to escalate to your own IT or to Biller Genie support.

If your delivery problem is on outbound mail to customers (not inbound to you), the right fix is usually a Custom Email Domain — see Custom Email Domains in Biller Genie. This article focuses on inbound delivery problems where Biller Genie's emails to your own staff inbox are being blocked.

What emails can be affected

Any email Biller Genie sends to you:

• Merchant copies of sales receipts
• Auto-pay failure alerts
• Sync failure alerts (accounting software disconnected)
• Customer-driven notifications (card updated, card expired)
• Password reset and Two-Factor Authentication emails to your Biller Genie users
• System-generated reports you've scheduled

Common signs of IP-based blocking

• You stopped receiving merchant receipts but no settings changed in Biller Genie.
• A 2FA code email doesn't arrive when you log in (and it's not in spam — it's truly missing).
• Some users on the same domain get Biller Genie email and others don't.
• Your IT or hosting provider mentions "advanced email security," "third-party sender filtering," or "outbound relay protection."
• Spam folder shows zero matching messages — the email was rejected at the gateway, not delivered to spam.

Biller Genie sending IP ranges

Biller Genie sends transactional mail through Mailjet. To allow inbound email from Biller Genie at your email security system, allowlist the four sender IP ranges below. The simplest approach is to allow at the SMTP or inbound-connection level — that bypasses spam scoring, rate limiting, and reputation filtering for these addresses specifically, without changing your defaults for any other sender.

If your provider also accepts sender-domain allowlists, you can additionally allow mail from mailjet.com and billergenie.com for belt-and-suspenders coverage. IP allowlisting at the SMTP layer is the more reliable of the two.

Provider-specific allowlist instructions

Google Workspace (Gmail)

1. Sign in to admin.google.com as a Workspace admin.
2. Go to Apps > Google Workspace > Gmail > Spam, Phishing and Malware.
3. Locate Email Allowlist and add Biller Genie's sending IPs (request from support) and/or the sender domains mailjet.com and billergenie.com.
4. Save. Changes propagate in about an hour.

Microsoft 365 / Outlook

1. Sign in to the Microsoft 365 Defender portal as a Security Admin or Global Admin.
2. Go to Email & collaboration > Policies & rules > Threat policies > Anti-spam policies.
3. Edit the default Inbound Connection Filter Policy. Add Biller Genie's sending IPs to Allowed IP Addresses.
4. Alternatively, in Anti-spam inbound policy, add the sender domains mailjet.com and billergenie.com to Allowed senders.
5. Save and wait up to 30 minutes for propagation.

GoDaddy Email (Advanced Email Security)

GoDaddy's Advanced Email Security is the most common reason third-party transactional emails go missing on a GoDaddy mailbox.

1. Sign in at email.secureserver.net.
2. Open Advanced Email Security > Allow / Block Lists.
3. Add mailjet.com and billergenie.com to the Allow list, plus any IP addresses provided by Biller Genie support.
4. Save and check the quarantine — anything previously held for these senders should now release.

Squarespace Email (Google Workspace under the hood)

Squarespace's email is provisioned via Google Workspace, so the steps are the same as Google Workspace above — but you'll log in at admin.google.com with the credentials Squarespace provisioned for your domain. If you don't have admin access, contact Squarespace support and they can either grant it to you or run the allowlist change on your behalf.

Other providers (Proofpoint, Mimecast, Barracuda, Cisco, on-prem Exchange)

Most enterprise email security gateways have an Allow Sender or Allow IP feature. The location varies — ask your IT team or your security gateway's support team to allowlist Biller Genie's sending IPs and the sender domains mailjet.com and billergenie.com.

Confirming successful delivery after allowlisting

1. From Biller Genie, trigger a known email — for example, send a test invoice reminder to yourself, request a 2FA code by logging out and back in, or use the "Resend confirmation email" button on your user record.
2. Check your inbox (and quarantine) within 5 minutes.
3. If still missing, ask Biller Genie support to pull the Mailjet delivery log for that send. The log will tell you if the email was Accepted, Bounced, Soft-Bounced, or Blocked — and the destination server's response message usually identifies the blocker.

When IT assistance is required

Allowlist changes generally require admin access to the email security console. Most Biller Genie merchants don't have that access themselves. If you don't have admin access to your email provider's console, forward this article to your IT person or to whoever manages your domain's email — the steps in their console will take 10-15 minutes.

Send this to your IT team

Copy and paste the message below to your IT team or email administrator. It gives them everything they need.

Still having trouble?

If you've allowlisted Biller Genie's sender domains and IPs and emails are still missing, contact support@billergenie.com with:

• Which emails are missing (merchant receipts, 2FA codes, sync alerts, etc.)
• Which email provider you use
• An approximate timestamp of an email that should have arrived but didn't
• The recipient address

Our team can pull the Mailjet delivery log to confirm whether Biller Genie successfully handed off the email and what the receiving server's response was.

Related articles

• Custom Email Domains in Biller Genie
• Writing Effective Invoice Reminder Emails
• Configure General Settings