How can I access our company account?

[Lisa Mathias]

A previous employee left our company. The subscription for this is processed through a group GMAIL address, not an individual address. 

I am trying to log in with our username and password, and it keeps saying it is sending a code to this group email. It is not coming through. 

I need to get access to this account - how can I do this? Why is support so difficult to access?

For some reason, our invoice/receipt came through this group email address JUST fine this morning. 

[Mark C]

Hi @Lisa Mathias

Welcome to the community.

Could you please provide the SEN number from the invoice that came through for the group email address?

Regards,
Mark C

[Lisa Mathias]

Invoice Number: AT-403732211? 

[Mark C]

Thanks @Lisa Mathias

I can see the email is listed in our email's suppression list, hence, I've removed it now.

Could you try it again?

Regards,
Mark C

[Lisa Mathias]

@Mark C can you check for the email starting webops@? That is the account I need to get into - and am still not getting the verification code to get into the account. 

[Mark C]

Hi @Lisa Mathias

Could you confirm if the following IPs from our outbound email IPs are allowed in the user's mailbox or in their mail server itself? You could also contact your email admins to verify this.

• 216.221.175.128/25
• 76.223.147.128/25

I'm asking because when I checked our internal logs, the sender IP from came from one of those IP ranges and they were marked as successful, meaning the email were sent successfully.

Regards,
Mark C