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I received an e-mail from PayPal confirming payment but not one from ExcelCentral.com with my user name and password

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#1 TheSmartMethod


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Posted 02 September 2013 - 03:57 PM

How long should the e-mail take to arrive?


Assuming that PayPal's systems are working correctly you will normally receive your e-mail within 60 seconds of paying.


There have been (very rare) instances of PayPal's systems becoming overloaded due to a spike in demand. In these rare cases PayPal will queue their notification to our servers and there can be a short delay. For this reason you shouldn't assume that anything has gone wrong until an hour has passed.


Why the problem is almost certainly caused by filtering


We use multiple-redundant mail servers located in multiple data centers across the USA on both coasts and in central USA. This means that even if one mail server goes down we can always send from one of the other two.


It would take the entire Internet system to go down across the entire USA for a mail send to fail due to server outage. For this reason non-receipt of your e-mailed user name and password are almost certain to be caused by your mail client not receiving the e-mail rather than our systems failing to send it.


Look for the e-mail in your junk folder.


Because you received a PayPal e-mail you have proved that you entered your e-mail address correctly so we've eliminated an e-mail typo.


This problem is almost certainly caused by an anti-spam or junk mail filter interfering with your e-mail. This type of filter is often enabled by default on many different types of e-mail clients (such as Hotmail, Yahoo and GMail.


Look for a folder called Junk Mail, Spam or Filtered Mail in your e-mail client. You'll probably find the e-mail there.


If you can't find the e-mail in your junk folder


Junk filtering systems can be set up to delete any suspected junk e-mails rather than put them in a junk folder (though this is a very bad idea). There are also some corporate e-mail filter systems (if you are using a work e-mail address) that place suspected junk e-mails into a central junk-mail folder that is manually monitored.


If you think that the e-mail has been auto-deleted you need to do two things:

  1. Add: noreply@ExcelCentral.com to your "White List". This is a list of e-mail addresses that will never be filtered. If you suspect a corporate spam filter is the culprit you may need to ask your IT deparment to do this.
  2. Request an instant automated re-send of the original welcome e-mail by clicking here.
  3. If you get a message that it was not possible to re-send your welcome e-mail you probably made a typo in your own e-mail address when you ordered. If this is the case contact us by clicking here.

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