Not receiving email notifications

If you or your team members are not receiving notification emails from Willo (such as candidate responses, alerts, or system notifications), follow the troubleshooting steps below to resolve the issue.

Check Spam or Junk Folders

Emails from Willo might occasionally be filtered into spam or junk folders:

• Check your Spam/Junk folder for emails from:
  • @willotalent.com
  • @willo.video
• Mark emails from Willo as “Not Spam” to avoid future filtering.

Confirm Domain-based Filtering Rules 

Some organisations use email security gateways that block or quarantine external messages by default.

Your IT team should:

• Review email security logs or message trace reports.
• Confirm whether emails from the following sending domains are being filtered:
  • willotalent.com
  • willo.video

If filtering is occurring, your organisation may choose to configure an allow policy for these domains in line with internal security standards.

We recommend implementing domain-level policies rather than disabling spam filtering controls globally.

Check Microsoft 365 / Exchange Spam Filtering

If your organization uses Microsoft 365 (Exchange):

1. Review Message Trace in the Microsoft 365 Admin Centre to determine whether Willo emails are being blocked or quarantined.
2. Where appropriate, create a mail flow or anti-spam policy allowing legitimate transactional emails from:

• willotalent.com
• willo.video

If your organisation uses connection filtering or IP-based controls, your IT team may need to review whether Willo’s authorised outbound mail servers are being blocked. Any IP-based allow rules should be implemented carefully and in accordance with your organisation’s internal security policies.

For further guidance, refer to Microsoft’s documentation on configuring spam filtering in Microsoft 365.

Mimecast Email Filtering

If your organisation uses Mimecast or a similar email security solution:

• Review message tracking logs to determine whether Willo emails are being rejected, held, or quarantined.
• If necessary, configure a permitted sender policy for:
  • willotalent.com
  • willo.video

We recommend implementing targeted policies for Willo’s transactional notification emails rather than broadly disabling filtering protections.

Refer to your email security provider’s documentation for detailed configuration guidance.

Review Internal Email Rules or Firewalls

Some organisations apply additional security measures such as:

• Strict DMARC enforcement
• External email tagging rules
• Firewall-based mail filtering
• Conditional access policies

If emails are still not being delivered, your IT team should review internal policies to ensure legitimate transactional messages from Willo are not being blocked.

Still Experiencing Issues?

If you have completed the steps above and are still not receiving emails:

• Contact the Willo Support Team via chat within the platform

Please include:

• The affected email address
• Approximate date and time of the missing notification
• A brief description of the issue

Our team will review delivery logs and assist in resolving the issue.

We're committed to ensuring your team receives important notifications promptly. If you need further assistance, please reach out - our support team is here to help!