Not receiving Support’s responses in my inbox

Owned by Steven Cooper
Last updated: Sept 13, 2022 by Matt Dougherty
1 min read

Though it doesn’t happen often, support is aware that a few customers have had issues getting support responses to tickets in their inboxes.  This page is to help any customers encountering this issue with steps for resolution.


It should be noted that if the case was created through our support portal, then you do have the ability to view all of your open tickets created through the support portal by clicking on the Contact Support tab. That gives you a way to follow the communication and respond outside of your inbox while any issue you encounter with the delivery of emails to your inbox is resolved.

Troubleshooting Steps:

  1. Check your spam folders for any emails from @support.validic.com.

    1. If you locate support emails in your spam folder you will need to note the email isn’t spam to allow for this and future communication from Validic Support to reach your main inbox.

  2. If you don’t see the email responses in your spam folder then there is a chance your network is blocking communication from our case management system.  If that is the case you would need to contact your IT department to ask them to allow the domain @validic.atlassian.net (the “from” address) and @support.validic.com (the “reply-to” address), as well as the IP addresses used by the third-party system used for Validic case management.