Troubleshooting: I have not received account-related emails since the purchase.

Description of the problem

After an upgrade or purchase – Freemius sends the following account-related emails with the subjects:

• “Thank you for upgrading.” – this email contains initial login access to your Freemius account. Inside your account – it includes everything you need to start using the PRO version. You can download the PRO zip version and manage your license keys, emails, invoices, etc.
• “Your payment for your Prime Mover account was successfully processed.” – this email shows details of your purchase and subscription.

However, if the email you provided has some deliverability issues – you might not be able to receive these emails. The most common reasons are that your email server is not working or you are using a non-existing email. It will also occur if your email server has an aggressive setting for blocking emails from other users.

As a result, you cannot start using the PRO version. This is the troubleshooting guide for this problem.

Solution

• Give it at most 8 hours after purchase to receive your emails. Sometimes, there is congestion in the email servers, which takes time for email to reach. If Freemius email servers detect an initial issue, they will attempt to re-send within these hours.
• After 8 hours, if you still haven’t received these emails, contact us and report this issue.
• Please provide us with the email you used to make the purchase. We will use this to check the status updates in our system. To make it easier to find your account, you can send screenshots and include all details regarding your purchase (e.g., the sites where you need to use the license, your name, etc.).
• Provide alternative emails you know will indeed work – (check the spelling and ensure it can receive emails from anyone); we will use them to change your account email to something that will work.
• Once we receive your support request, we will check your details over our bounced email lists. If we can trace it – we will try emailing to check if it’s a confirmed issue. If it bounces again, we will use your alternative emails to see if it can be received.
• Once we have validated that your alternative email works and that you reply (which means it’s working) – we will change your old non-working email to the new email address on your account.
• Once confirmed that your account email has been changed, please request to re-send your account-related email to the newly working email address.
• You should now be able to receive your Freemius account username and password.