Not receiving emails from the American Chemical Society

[CMCA]

Up to a couple of weeks ago, I was receiving the Journal Alerts from the American Chemical Society, and then all of a sudden they stopped coming. I contacted them, and they said they have kept sending them, but I am not receiving them. These emails are not in my Spam box either. I want to know why is this problem happeing.

Thank you

[BruceW]

Check your Spam settings. Make sure that "Enable spam filtering" and "Save a copy of emails marked as spam" are both selected (see https://www.xfinity.com/support/articles/spam-filters-and-email-blocking-new-experience).

If the settings are correct and an employee doesn't reply to your message here, Comcast Security Assurance should be able to help. You can reach them at 1-888-565-4329 (from https://internetsecurity.xfinity.com/help/report-abuse/). Note that this is NOT one of the general customer service numbers.

The first-line reps there are sometimes not very helpful, so you may need to be persistent and keep at them until you get a satisfactory answer.

[CMCA]

Hi,

I set the settings as you indicated, and still did not receive the journal email Alerts. I am subscribed to receive over 25 a day. Thus, I contacted the American Chemical Society, and after a lengthy interaction with them, they said that their emails were bouncing back as spam so they stop sending them. Finally yesterday, they told me that they have registered me back into their system, but I did not receive the email Alerts yesterday or today. Therefore, it must be the comcast filtering server that is not allowing them to get through. I just don't understand that after years of receiving these journal Alerts, all of a sudden they have been block. Please help.

[BruceW]

If @CCAntiSpam or another employee doesn't reply to your message here, you'll need to call Comcast Security Assurance as suggested previously.

[CCAntiSpam]

@CMCA I do need the domain of the messages.

Also, please ensure your spam folder is enabled:

https://www.xfinity.com/support/articles/spam-filters-and-email-blocking-new-experience

[CMCA]

Just receiced a message from the American Chemical Society with the information you requested:

"The domain for ACS e-mail alerts is @ACS.org

 The actual email address used is journalalerts@acs.org".

Hope this can help because I still have not receive any of the Journal Email Alerts.

Best regards,

CMCA

[CCAntiSpam · Accepted solution]

@CMCA I'm going to send you a PM.  I see plenty of messages coming in from that sender, but none have been flagged as spam.

[CMCA]

The problem is showing up again: I am not receiving the Journal email Alerts from the American Chemical Society. I left them a message. The problem was fixed in November and it is occurring again.

Thanks

[CCAntiSpam]

This had to do with the structure of the messages, and should be resolved in about 15 minutes.

[CMCA]

I have yet to receive any of the Journal email Alerts. The last ones were received on 29JAN2020.

Thanks

[CCAntiSpam]

I don't see that they've attempted delivery to your address (assuming it's the same you use with these forums) in a few days.  Can you verify your subscription?

[CMCA]

I contacted the American Chemical Society and support@services.acs.org has asked me to "Please whitelist the domain acs.org in your inbox". Not sure what they mean because in my settings I allowed span filtering but I also allowed to save a copy of emails marked as span. So at least I would see if they went to span. However, I had not received any of their alerts even in my span box.

Thanks.

[Njlawscott]

I'm having the same issues as of this morning. Help! Thxx

[CMCA]

The issue does not seem to be xfinity but the acs server. ACS costumer service said that my alerts bounced back so the server took my email out of the list to send Alerts. ACS programming blame it on me; they say I must have change my firewall settings, or I put the emails in the junk mail and marked as spam.

In November, the programming team at ACS put my name back and I started getting the Alerts until early this year. Now they are not responding to the costumer service associate. I am still to receive them and last I heard was in February. I had the same issue last year and the problem seem to be the acs.org server:

"

support@services.acs.org

3/5/2020 9:02 AM

Thank you for your patience.

WE did not receive any updates from the Programming team.

They stated that they are looking into the problem and that they should have more information next week,

I apologize for the inconvenience.

Sincerely,

Dimitrije Bozovic

ACS Publications

Customer Services & Information

Website: https://help.acs.org"