If users are not receiving automated email notifications for new Purchase Orders or approval requests from FinOps, the following checks can help identify the cause.
1. Check email filtering and DNS settings
FinOps sends automated emails from [email protected]. Ask your IT team to confirm:
Emails from [email protected] are not being blocked or quarantined by your email security service (such as Mimecast).
The following are added to your domain's SPF DNS record: spf2.accessacloud.com and theaccessgroupSPF.smtp.com.
Your exchange or mail server has an inbound relay connector configured to accept mail from theaccessgroup.smtp.com.
2. Check the Access Document subscription
Purchase Order emails include a PDF attachment. If you see the error 'Error emailing item: [number] Error validating item: Purchase Request' when raising a PO, or if PO emails are missing while other FinOps emails (such as approval requests and password resets) arrive normally, the Access Document feature may not be enabled on your subscription. Contact the support team to check and enable this.
3. Check user access roles
Users must have the Client access role (not Web access) to Access Document in Access Evo to receive Purchase Order emails with PDF attachments. Check each affected user's roles and compare them against a user who is receiving the emails correctly.
When contacting support
If the checks above do not resolve the issue, contact the support team and provide:
Whether the issue affects all users or only specific ones, and which users are affected.
Whether any error appears when raising a Purchase Order in FinOps.
Whether other automated emails from [email protected] (such as approvals or password resets) are being received.
The name of your email filtering service (for example, Mimecast) if applicable.
When the issue first started.