What do to if your customer can't find your Mobile Locker Email
Healthcare organizations often have strict email security protocols that may temporarily hold Mobile Locker emails for review. If your customer doesn't receive your email within a few minutes, help them take these quick steps to ensure all future Mobile Locker emails reach their inbox reliably.
Step 1: Check Common Email Folders
Ask your customer to check these locations first:
- Spam/Junk folder - Most common location for filtered emails
- Promotions tab (Gmail users)
- Quarantine folder (if available in their email client)
Step 2: Approve Mobile Locker Emails
If the email isn't in their regular folders, have them search their email inbox for:
- "Quarantine"
- "Allow Sender"
- "Pending Approval"
- Their IT department's sender address
They should find an email from their IT department listing emails that are pending approval. From this list, they can quickly approve Mobile Locker emails to reach their inbox automatically.
Common Email Security Systems
Proofpoint Users: The quarantine email typically has a subject line like "Quarantine Summary" and shows a list of held messages with options to release or delete them.
Microsoft Defender: Look for emails titled "Quarantine notification" in their inbox.
Other Systems: The process is similar - look for IT security notifications about held emails.
Step 3: Whitelist Mobile Locker (Recommended)
To prevent future issues, ask your customer to:
- Add to Safe Senders: Have them add
[yourname]@mg.[yourcompany].comto their safe senders list - Contact IT: For organization-wide whitelisting, they can ask their IT department to whitelist the Mobile Locker domain
@mg.[yourcompany].com)
Still Having Issues?
If your customer continues to have email delivery problems after following these steps:
- Contact Mobile Locker support for assistance
- Have your customer provide their IT department with our email delivery guidelines
- Consider setting up a dedicated communication channel for Mobile Locker notifications