Tech Forum Archive

Email Issue

3 postsstarted by Hilohi 667 viewsoriginal topic

Hilohi
Member
#1
We have a member who recently moved to our ward who is not receiving the messages that we send via LCR. We checked, and double checked, his email address on his record and it's correct. We also went into his account settings and made sure he opted to receive messages from church leaders (which I assume are messages sent via LCR). When we try to send him messages from LCR, we get an automated email saying that the server has rejected our email (he has a Yahoo email address and I know there have been issues with Yahoo email addresses when sending messages via LCR). Also, in the Tools app, next to his email address, there's an orange icon in the shape of a shield with a pad lock in the middle. How do we remove it? Perhaps, removing it will allow him to receive our messages sent via LCR.
russellhltn
Community Administrator
#2
Hilohi wrote: Sat May 17, 2025 10:51 am in the Tools app, next to his email address, there's an orange icon in the shape of a shield with a pad lock in the middle.
It simply means that the privacy settings for email are more restrictive then "Stake". It's a warning to leaders about giving it out to someone else.
Have you searched the Help Center? Try doing a Google search and adding "site:churchofjesuschrist.org/help" to the search criteria.

So we can better help you, please edit your Profile to include your general location.
ambldsorg
Member
#3
Hilohi wrote: Sat May 17, 2025 10:51 am When we try to send him messages from LCR, we get an automated email saying that the server has rejected our email (he has a Yahoo email address and I know there have been issues with Yahoo email addresses when sending messages via LCR).
Unless Yahoo is intentionally and permanently blocking the Church emails (least likely) and the problem persists for a long time then the most likely cause of this error message is that his email address has been mistakenly added to the Church's account level suppression list with Amazon SES. If this is the case, then the only way to resolve it will be to contact Global Services Department and ask them to check for the block and remove his address from the same because there is currently no self-service option for members to get this done.

I've tried to document some of the technical details here if you're interested:

viewtopic.php?p=256841