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Avalara Help Center

eMail troubleshooting

This document applies to all license types.  Last updated 10/23/2019.
Help Center documentation is confidential and proprietary to Avalara clients.
 

Find and fix email delivery problems from Avalara Excise (https://excise.avalara.net and https://exciseua.avalara.net).

Check your Junk or Spam folder

OK, it's obvious, but I admit that I've forgotten this a time or two.

Add both support@avalara.net and support@avalara.com to your address book / safe senders list

Avalara uses two addresses to send you information and notices

  1. support@avalara.net sends email from our Production https://excise.avalara.net and User Acceptance (UA or test) https://exciseua.avalara.net sites. Examples are:
    • Password expiration reminders
    • User account changes
    • New account creation messages  
  2. support@avalara.com sends notices of new case comments.

Your IT team may need to 'whitelist' both addresses.

Send test emails from our SaaS sites

Administrators, users with a role ending in _Admin, can make the system send test emails.
    Tip: You can view, but not make changes to your own user account.

  1. Go to Admin > User List and click on the user to test.
  2. Change any field on the user - Title is a good one to use.
  3. Click the Update button and an email will be sent to that user from support@avalara.net.

Review the email header

  1. Temporarily change the user's email address to an external email service, e.g. outlook.com, yahoo.com, etc. and send a test email.
  2. Ask your email administrator to view the email header for clues to solve the problem.
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