We often have issues with our emails not being delivered to our users. This can include emails such as:
- Password resets
- Delivery emails after purchasing a license or registering for the Trial
- ZBrushCentral notifications
- Support ticket replies
The following info will help to resolve many of these issues.
Please note that if you have purchased a license or if you have registered for ZBrushCoreMini you do not need the delivery email. You can download from My Licenses. KeyShot for ZBrush users get the license key from My Licenses but download from Luxion.
Google Accounts (such as Gmail)
Emails from Pixologic are usually not delivered to the main part of your Inbox. Unless you've overridden the setting, most Gmail users have separate tabs/sections for their Inbox. One of these is called Promotions and that is where most of our emails end up being delivered. Please check in Promotions if you do not find the email elsewhere.
ZBrushCentral password resets are being delivered to Spam instead of the Inbox or Promotions.
Microsoft Accounts (Outlook, MSN, Hotmail, etc.)
First, when deleting an email from Pixologic, please simply delete it. DO NOT right-click on it and choose the "Mark as Junk" option. Yes, that would delete it from your Inbox and keep future emails of that type from arriving, but it will also falsely report us to Microsoft as being a spammer. After Microsoft receives a certain number of such notifications, they black list us. This then prevents ANYONE from receiving any email from Pixologic!
At this time, Microsoft is actively blocking all automatic emails from Pixologic. Some things such as password resets have workarounds that can be done with the help of the Support team:
- Trial registrations are impossible. We currently recommend not using any Microsoft account to register for the Trial version. If you have already registered, please start a Support Conversation... we'll be able to reply with your download link.
- Password resets are also not being delivered. If your existing account is under a Microsoft email address, please open a Support conversation for assistance. We can either change your account to a different email address or provide you with a temporary password.
Please make sure to white list anything from @pixologic.com. See here for information on how to do this.
After changing your settings you must start a Support conversation to have us resend your delivery email.
There is no known way to get around their blockage. Please re-register using a different email address.
Unfortunately, there is no way to guarantee delivery to these accounts. We strongly recommend that you use a different email address. If you have a purchase under a Comcast address, please submit a Support ticket providing a different email address for us to change your license to. (Trial users should simple re-register using a different email address.)
Unfortunately, there is no way to guarantee delivery to these accounts. We strongly recommend that you use a different email address. If you have a purchase under an Earthlink address, please submit a Support ticket providing a different email address for us to change your license to. (Trial users should simple re-register using a different email address.)