Troubleshooting Email Sending

ActiveNow is not an email client — it works with the email apps you already use. This means:

• Your clients receive messages from an address they recognise.

• All emails sent manually from ActiveNow appear in your Sent folder.

• Your standard email signature is used automatically.

• You have full control over attachments and text formatting.

To test the default behaviour, add a test participant with a private email address, open their profile, and use Actions → Send e-mail. The system should open your configured email client or the browser-based email client.

If nothing happens after clicking Send e-mail, or the wrong email app opens, you need to configure your email client. You can do this using either a desktop email application or a browser-based email client.

Configuring a desktop email application

Setting up email sending through a desktop application involves two steps:

1. Add your email account to the application.

2. Set that application as the default email handler in your system settings.

The steps for adding an account vary by application, but the principle is the same — add the account first, then configure the app to handle sending and receiving. Most computers come with a default mail app (Windows Mail, macOS Mail). If you don't have another app, these work fine.

For external accounts you will need the SMTP server address, port, login, and password. These are available from your email provider (search for e.g. "Gmail SMTP", "Outlook SMTP").

• Outlook setup instructions

• Windows Mail setup instructions

• macOS Mail setup instructions

• Mozilla Thunderbird setup instructions

After adding the account, set the application as the default email handler in your system settings.

• Windows instructions

• macOS instructions

Once configured, clicking Send e-mail in ActiveNow will open the application with a pre-addressed compose window.

If multiple accounts are added, make sure you are sending from the correct address — or set the preferred address as the default in the application settings.

Configuring a browser-based email client

Setting up a browser-based email client involves three steps:

1. Log in to your email account in the browser.

2. Set it as the default email handler in the browser settings.

3. Set the browser as the default email handler in your system settings.

The process varies by browser. Look for options related to mailto links in the browser's settings.

• Google Chrome (Gmail)

• Mozilla Firefox

• Internet Explorer:

1

Open Internet Explorer, click the Tools menu, and select Internet Options.

2

Go to the Programs tab and click Set programs in the Internet programs section.

3

In the default programs window, select Set program access and computer defaults.

4

Choose the default email program from the list of available applications and click OK.

After setting the default mail handler in the browser, make sure the browser itself is set as the default email application in your system settings. Once done, clicking Send e-mail in ActiveNow will open a new browser tab with the email compose window.

If multiple email accounts are configured, check that the message will be sent from the correct address, or set the correct account as the default.

Browser does not detect the email client

If the browser does not detect your preferred email client as an option, the simplest workaround is to link your email address to Gmail as an alias. Gmail acts as the browser email client while messages are sent from your actual address. You will need your SMTP server address and credentials to add the alias.

Detailed instructions for adding an alias to Gmail are available here.

Once the alias is set up, configure Gmail as the default browser email client. Emails will be sent from the alias address. If messages are sent from the Gmail address instead, set the alias as the default sender and make sure you are logged in to the correct Google account in the browser.

Multiple Google accounts

If multiple Google accounts are signed in to the same browser, set your work account as the default. To do this, sign out of all accounts from the Google account panel (top-right corner), then sign back in with the work account first. The first account you sign in to after signing out of all accounts is treated as the default by Google.

If you need help configuring the email redirect from ActiveNow to your email client, our support team is happy to assist.