Please ensure that they have checked their spam and junk folders. Certain mail servers may also reject these emails.
Mail servers may affect Chinese trading partners. To try and solve this issue, create a different email to use with Collaborator which would remain unaffected by a mail server filter.
If you are unable to resolve the issue with your trading partner and they are still experiencing a technical issue, please instruct them to:
- Log a support ticket on our Helpdesk via the following link: https://cello.enable.com/helpdesk/new. Enable will then communicate with them directly and resolve their issue.
- If they are unable to use that link due to login issues, then instruct them to send Enable an email to firstname.lastname@example.org and Enable will communicate with them directly through there.