If your client says they haven’t received your emails—or you get an error when trying to send—this checklist will help you quickly identify and resolve the issue. Whether you’re using Paragon Classic or Paragon Connect, we’ve got you covered. For faster troubleshooting, Paragon Connect is the recommended method.
Quick Checklist: Common Reasons Clients Might Not Be Getting Emails
1. There’s a typo in the email address
Typos happen! Make sure the client’s email is entered correctly in their contact record in Paragon Classic or Paragon Connect. Even a single incorrect character can block delivery—or worse, trigger an automatic opt‑out. If you see a bounce‑back email from Paragon, start by verifying the address. A corrected email restores delivery immediately.
| Note: Bounce‑back emails come from the client’s provider and are forwarded to you by ICE as a courtesy. Confirm the address matches exactly what your client uses. If it’s still bouncing, they may need to contact their provider for help. |
→ Check how to confirm or correct the email address.
2. The client accidentally unsubscribed
If a client opts out—intentionally or not—or unsubscribes from another agent’s emails and selects Do not email me, Paragon will stop sending messages entirely. You’ll know they’ve unsubscribed if you see a highlighted email icon () in Paragon Connect Contacts or an opt-out icon (
) in Paragon Classic's Contact Manager.
→ Find out how to resend the opt-in request.
3. Auto-Email or Collaboration Center notifications are disabled or expired
If the search isn’t active, emails won’t send. This could happen if the auto-email is disabled, the search expired.
→ Learn where to review if the notifications are active and re-enable
→ Follow instructions to reactivate auto-emails in Classic
4. It’s a known issue with the email provider
Some domains—like Shaw.ca, Telus.net, and UofAlberta.ca—frequently flag system-generated emails as spam or block them entirely.
If your client uses one of these providers, ask them to check their junk folder. (Shaw.ca’s default setting deletes junk mail, so they may not even see it.) If issues continue, it may help to use a different email address.
More about Shaw.ca and UofAlberta.ca email issues.
5. Ask the Client to Check Their Spam or Junk Folder
System-generated emails are more likely to be flagged as spam. Ask your client to check their junk folder just in case. For Shaw.ca users, note that junk mail may be deleted automatically.
6. Recommend the Client Whitelist the Email Address
Whitelisting tells their email provider to trust messages from Paragon. Clients should add email@paragonmessaging.com (and your own email) to their Safe Senders or Contacts list.
They can use whitelist.guide for step-by-step instructions based on their provider. Or send them this message:
Suggested Message Template to Send Your Client
To make sure you’re receiving all updates and property matches, please add this email address to your Safe Senders or Contacts list:
email@paragonmessaging.com
You can follow the steps at whitelist.guide to do this based on your email provider (e.g. Gmail, Outlook, etc.).
Let me know if you need help!
Still stuck?
Reach out to the MLS® Help Desk at mlshelpdesk@therae.com or call 780‑453‑9341 (Hours: Monday to Friday, 8:30 AM to 5:00 PM MT). Please include the client’s name, email address, and any saved search details so we can investigate further.