Email Delivery Issues

It has come to our attention that some email providers, particularly Slingshot and Orcon, are categorising our sending address as spam when we send from our community management system, Strataware. This leads to some owners missing out on vital information, including AGM minutes, levy invoices and other important notices.

We have created this webpage to help you deal with spam filter rejections, which provides instructions on how to whitelist our Strataware email address, messages@mystrata.com, urbanise.com, and crockers.co.nz so that emails from us can bypass your spam filter and be delivered directly to your inbox. This is a simple and effective way to ensure that you receive all of the emails you need without further delay or complications.

We understand that whitelisting our email address may require specific instructions based on your email provider. As a result, we have provided some general instructions for Slingshot, Orcon, Gmail, Outlook, and Xtra addresses on the page below and directed you to the troubleshooting pages for these email providers as well. We have also answered some frequently asked questions towards the end of the webpage.

However, if you still have any difficulties understanding this or require further assistance, please do not hesitate to contact your Account Manager, whose contact details can be found here. Thank you for your patience and understanding as we work to resolve this issue.

Dealing with Spam Filter Rejections

Slingshot: Create an allow rule in the Slingshot Mailfilter Settings

1. Click here to see Slingshot's help article on this process with screenshots

2. Click on the Settings button in the top right corner.

3. Select Filters from the far-left menu.

4. Click the plus symbol (+) in the second column to add a new filter.

5. Type a Filter Name - e.g. Allow Crockers Emails

6. Set the rule condition to From containing the domain name or address you want to allow. Please add urbanise.com, mystrata.com and crockers.co.nz to the list of allowed domains. You may need to create 3 rules, one for each domain.

7. Set the action to Move Message or Move to: INBOX.

8. Click Save at the bottom of the screen.

Orcon: Using SpamTitan Edit the Filter Rules

1. Log in to your webmail

2. Go to their Spam Filter, it's called SpamTitan - look for it in the top right-hand corner

3. Click Filter Rules 

4. Then go to the option "User Whitelist" (below is a screenshot of what the screen looks like)

   5. Search for messages@mystrata.com in "Blacklisted Email Addresses" > Select it > Hit Delete, if a blacklist rule currently exists

   6. We recommend searching for the domains urbanise.com, mystrata.com and crockers.co.nz and removing them from the "Blacklisted Domains" list as well. Doing so will aid in resolving any potential future problems.

   7. Please note that Orcon also saves individual emails blocked by the Spam Filter for 21 days, and you can find these emails when you click on "Quarantine". Click the previous messages sent by us and select "Release" to send the emails to your inbox.

   8. Please use the User Whitelist tab to create allow list rules for our sending domains, urbanise.com, mystrata.com and crockers.co.nz
      

Gmail: Check for Filters and Blocked Addresses

1. Click on Settings > Go to See All Settings

2. Click on the Filters and Blocked Addresses Tab - if you're using webmail please click here to be redirected.

3. In "The following filters are applied to all incoming mail:" section go past all the filters and then click on Create a New Filter

4. In the From field add messages@mystrata.com, @urbanise.com and @crockers.co.nz > click on Create Filter
   

   

5. The next step is to click on "Never Send To Spam" and then Create Filter
   

   

Please note we recommend adding all our sending domains @crockers.co.nz, @urbanise.com and @mystrata.com as a filter as well to avoid any potential issues in the future.

To add them together in one filter simply use commas to separate the domains, for example: @crockers.co.nz, @urbanise.com and @mystrata.com

________________________________________________________________
Matches: from: (@crockers.co.nz, @mystrata.com, @urbanise.com)
Do this: Never send it to Spam
________________________________________________________________

Outlook: Add to Safe Senders List

1. Click the gear icon in Outlook and select "View all Outlook settings."

2. Select "Mail" from the settings menu.

3. Choose "Junk email" from the submenu.

4. Click "Add" under "Safe senders and domains."

5. Enter the email domain: mystrata.com and click on "Save." Repeat the process for urbanise.com and crockers.co.nz

Xtra: Using Allowlists 

Depending on the configuration, you can create an allowlist. Here's how you can create one or add our sending address to it. Please note, from time-to-time, Spark/Xtra change their webmail system and their instructions, you can access their help website here:

1. Click the Settings icon (which looks like a gear) on the right side.

2. In the sidebar, click on Security. This may not be called Filters or Whitelists or Allow Lists

3. Enter our email address: messages@urbanise.com, messages@mystrata.com, and the email domain @crockers.co.nz in the input field which is below "Always trust mails from the following senders" in the display area.

4. We also suggest adding our full domain names to the allow list: mystrata.com, urbanise.com, and crockers.co.nz