1. Ask the user whether our emails have arrived in the spam folder (optionally in another, e.g., advertising folder).

  2. Verify in Sendinblue whether the email has been sent to the user and, if so, whether the email has been categorized as hard or soft bounce or what other has occurred:To check, please go to https://app-smtp.sendinblue.com/log (e.g. transactional → logs → search for email-address).If the problem was a soft bounce, you would find a message similar to this (this is an example of Microsoft IP-blacklisting) 

  3. If the user’s Microsoft account has created a soft bounce, please ask the user to do the following:to click on the link: https://sender.office.com/ to enter the IP-address of mobility-services.bike, which always is: to enter his own email address and then submit the form.[Of course, you can also register him via https://sender.office.com/ by yourself → the only important thing is that he is informed in advance and replies to the coming Microsoft mail or clicks on the link. ]

  4. Tell the user to click on the link within the email from Microsoft. Also, there are spelling mistakes in the email, but it’s still no spam – only lazy Microsoft developers.

  5. Please stay in contact with the user and get an update:Did the user receive a response by Microsoft?Have new system-emails have come through?Is the user problem solved? 

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