| Unable to Receive Client Authorisation

  Unable to Receive Client Authorisation

Published:  08/07/2015

Often client signers do not receive their authorisation email, since their servers block the automatic email that generates. When this happens the client signer needs to try the following methods.


  • Spam/Junk Folder:

  1. Check their spam or junk mail folders for an email from
  • Adding the email address to the safe sender list:

Microsoft Outlook has the option of adding specific email addresses to a safe sender list, whereby it will ensure that emails from a particular address will not be filtered out of the user’s inbox.
  1. For Microsoft Outlook 2007 and 2010, on the Home tab, select Junk | Junk E-mail Options.

    User-added image
  2. Select the Safe Sender tab and click Add. Type in in the box that appears. Click Ok and then Apply.

    User-added image
  3. Request the auditor to resend the authorisation.
  • Sending a Test email:

If the above methods have failed, follow the below steps:
  1. Send an email from the client’s email address to
  2. CC both the auditor and
  3. Type “Test” as a subject
  4. Type “Please Respond” in the body of the email
  5. Once a reply has been received, request the auditor to resend the authorisation
If after all of this, the client is still not receiving the authorisation email, advise the client to speak to their IT with regards to adding onto their server's white list.
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