Emails - not receiving our emails?


Not receiving our emails?

Microsoft has recently added a new SmartScreen filtering system to all the email domains it holds, including Hotmail, MSN, Live and Outlook.  Some 3rd party email services such as Yahoo are starting to use this service too.  This means you will now need to add our email addresses to your safe contacts list in order to receivie any service emails from us, including account activation and password reset emails.

Our email addresses

If we ever need to email you, we will use the following email addresses (you will need to add both to your safe contacts list):

    • support@thesimsresource.com
    • members@thesimsresource.com

Our domain

If your email filtering permits you to mark an entire domain as safe, then enter thesimsresource.com instead of the individual email addresses (the @ part might or might not be required).  

IMPORTANT!  After marking us as a safe sender, you will very likely have to repeat your activation or password reset to trigger the email again,  Previous emails (especially for the Microsoft hosted accounts) are likely to have vanished for good.

 

How to mark us as safe...

Microsoft hosted accounts including MSN, Hotmail, Outlook.com, Live.com

You will need to add our email addresses to your MSN Hotmail, Outlook.com, Live.com Safe List:

    1. Open your mailbox HERE and go to Settings then Options (upper right hand corner).
    2. Under the “Junk E-Mail” section, you’ll see “Safe Senders”.
    3. Click the “Safe Senders” link.
    4. Add our email sending addresses or domain into the dialog box.
    5. Click the “Add” button next to the dialog box.

Tip: If  any of our emails are already in your “Junk E-Mail Folder”, open the email and click the “Not Junk” button.

Note: You should also check that our email addresses are not in your Blocked Senders list.  You can find your Blocked Senders list by following the directions above and going to “Blocked Senders List” instead of “Safe List”.  If you see our email addresses or domain on this list, select it and click the Remove button.

 

Yahoo! 

Set up a filter to redirect the mailing you want to receive in your inbox:

    1. Open your mailbox HERE and click on Settings (upper right hand corner).
    2. Then select More Settings and then Filters on the left hand side.
    3. Click the Add button on the Filters page.
    4. In the “From header:” row, make the drop down “contains” and put our email sending addresses in the box.
    5. At the bottom of the page Click the “Choose Folder” pull down menu and select “Inbox”.
    6. Click the “Save Filter” button.

Tip: If our emails are in your Yahoo Spam Folder open the email and click the “Not Spam” button.

Note: You should also check that our email addresses are not in your “Blocked Addresses” list.  You can find your “Blocked Addresses” list by clicking “Settings” then “More Settings” and then “Security & Privacy” on the left hand side.  If you see any of our email addresses on this list, select it and click the “Remove Block” button.

 

 AOL

Add our email addresses to the  “From address” in your AOL address book:

    1. Click the “Mail Options” menu and select “Address Book”.
    2. Inside the “Address Book” window, click the “Add” button.
    3. Inside the “Address Card for New Contact” window add our email sending addresses [or the domain] you want to whitelist in the “Other E-Mail” field.
    4. Make our From address the “Primary E-Mail” address by checking the associated check box to the right of it.
    5. Click the “Save” button.

 

Gmail

To make sure Gmail never filters as spam mail from a certain contact or domain:

    1. Click the Settings gear icon on the top right in Gmail.
    2. Choose “Settings” in the menu and then select “Filters & Blocked Addresses” along the top.
    3. If there’s a list scroll to the bottom and click “Create a new filter”.
    4. Type our email sending addresses under From:
    5. The click ‘Create Filter from Address’ and choose “Never Send To Spam” then save by clicking “Create Filter”
       

You contacted our support services but haven't heard back?

Unless we're experiencing site issues as shown on our Service Status page, you can generally expect a reply to your messages in submissions and customer support within 48 hours.  If that time has passed and you still haven't heard from us, there is a good chance there is an issue with your email address (either we replied and it has been blocked by spam filters as described previously, or we cannot reply to the email address you used.  Typically, email addresses belonging to educational facilities and some employer addresses sometimes either block emails from unexpected sources, or don't allow replies at all - and the emails bounce, leaving us with no way to reach you.

If you suspect your message hasn't reached us, please write again using a different email address, quoting the email address you originally used (that should help us find your original message).  If you have no other way to reach us, then please send a personal message to TheNumbersWoman through our forums so she can look into what might have happened.

 

Outlook for Windows

If you are using Outlook for Windows and have connected it to an Outlook.com account, and you're using any email address that is not a Microsoft-owned domain such as Outlook.com, Hotmail, Live or MSN, then our replies cannot reach you.  Your email address is converted to Outlook_ (followed by a long string of numbers) which of course is an invalid email.  You can read more about this at support.microsoft.com.

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