MarketScale sends two types of email. The fix depends on which type you are missing.
Transactional emails (user invitations, password resets, email verification codes). These are one-time sends triggered by a specific action. They come from [email protected]. There are no notification preferences to toggle for these. They either sent or they did not.
Notification emails (media requests, content approvals, edit completions, activity alerts). These are ongoing alerts tied to your Notification Center preferences. They come from [email protected] or [email protected].
Pick the path below that matches your situation.
Path A: I am not getting a specific email (invitation, password reset, or verification code)
Notification preferences do not apply here. Skip any steps about toggling alerts. Focus on finding the email or identifying what blocked it.
1. Search every folder
Search your inbox for emails from [email protected].
Check Spam, Junk, Clutter, Quarantine, and any Focused/Other inbox tabs.
In Gmail, also check the Promotions and Social tabs.
Check any email rules or filters you have set up that auto-delete or redirect messages from unknown senders.
2. Wait up to 15 minutes
Most invitation and password reset emails arrive within 60 seconds. In rare cases, delivery can take up to 15 minutes. If you just triggered the email, give it a few minutes before escalating.
3. Check with your IT team
If the email is not in any folder, the most likely cause is an email security gateway or corporate mail filter intercepting the message after the mail server accepted it. This is common with tools like Mimecast, Proofpoint, Barracuda, Microsoft Defender for Office 365, and Google Workspace security.
Ask your IT team to:
Check the email security gateway quarantine for messages from marketscale.com.
Add marketscale.com and [email protected] to the organization's safe sender or allow list.
Also add [email protected] and [email protected] while they are at it, so future notification emails are not blocked either.
Good to know: MarketScale support can confirm whether an email was delivered to your mail server. If we confirm delivery (a 250 OK response from your server), the message left our system successfully and the issue is on the receiving infrastructure. Share that confirmation with your IT team so they know exactly where to look.
4. For admins who sent invitations
You can resend an invitation from the Invite Users panel. Click your profile icon in the top right, select Invite Users, and look for the pending invite. Click Resend next to the user's email. If you have already resent and the recipient still has not received it, the issue is almost certainly an email security gateway on their end. Follow step 3 above.
Path B: I am not getting notification emails (media requests, approvals, edit completions)
These emails are tied to your Notification Center preferences. Start there.
1. Check your notification preferences
Log in to your MarketScale account and click your profile icon in the top right.
Select Edit Profile and open the Notification Center. Or go directly: Open Notification Center.
Toggle on the specific alerts you need (Media Requests, Content Ready for Approval, etc.).
2. Search your inbox
Search for emails from [email protected] and [email protected].
Check Spam, Junk, Clutter, and all Gmail tabs (Primary, Social, Promotions).
If you find our emails in Spam, mark them "Not Spam" or move them to your Inbox so future messages land correctly.
Check your email rules or filters for anything that auto-deletes or redirects messages from unknown senders.
3. Send a quick test
Trigger a notification by sending a media request to a teammate or an alternate email address. If the test email does not arrive, the issue is likely a company-wide block or mail filter.
4. Ask IT to whitelist MarketScale
Ask IT to add studio.marketscale.com, marketscale.com, [email protected], and [email protected] to the safe-senders list on your mail gateway (Proofpoint, Mimecast, Barracuda, etc.).
In your personal email client (Outlook, Gmail, etc.), add these addresses to your Contacts or mark them as Trusted so your client does not filter them.
5. Share details with IT if it is still not working
Include the exact date and time (with time zone) when you triggered the test email.
Include the "From" address and subject line of the missing email.
Note that you have already checked Spam/Junk and confirmed your notification preferences are on.
Still stuck?
If you are already in a support conversation, let us know and we can verify delivery status on our end. If you are not in a conversation yet, start a live chat using the chat icon on this page. We can check our delivery logs and confirm whether the email left our system, which tells you and your IT team exactly where the problem is.