We regularly receive calls from members and their clients about emails from Paragon not being received. ICE, the provider of Paragon, investigated the issue and confirmed that the emails are successfully sent from Paragon email servers but are being blocked (blacklisted) by the Shaw master domain server.
Steps to Resolve the Issue
Contact Shaw to Whitelist Paragon Email Servers
As the account holder, you need to contact Shaw and request that they whitelist ICE’s email server: mx2.paragonrels.com
NOTE: RAE is unable to make this request on your behalf for your personal email account.
Add Paragon’s Email to Your Whitelist
End users can add email@paragonmessaging.com to their whitelist. To assist, follow the steps in this article or create an email filter to ensure these emails are delivered to your inbox. Instructions for adding filters can also be found in this article.
Adjust Shaw Spam Settings
Shaw’s spam filter may automatically delete flagged emails without notifying you. To prevent this, you can adjust your spam settings as follows:
- Go to https://webmail.shaw.ca
-
Log in with your email address and password.
- Click Preferences and select Spam.
-
Choose one of the following spam mail options:
- Label message as spam and keep in Inbox
- Discard message immediately (messages will not appear in the trash folder)
- Label message as spam and send to Junk
- Click Save at the top left of the page.
Verify Sent Messages in Paragon
Check your Paragon Sent Messages to identify any emails that were not received by your clients. If a message appears in Sent Messages, it means Paragon successfully sent it, but it was not delivered due to the recipient’s email settings.
Learn how to View your Paragon Sent Messages here.
By following these steps, you can help ensure your emails are successfully delivered to your clients.