Advisers sometimes report that they stop receiving Smartr365 notification emails (such as fact-find invite confirmations) even though they have not clicked the unsubscribe link themselves. This is typically caused by corporate email security software automatically following all links in incoming emails, including the SendGrid unsubscribe link.
Root cause
Smartr365 notification emails are sent via SendGrid. Each email contains a global unsubscribe link. Corporate email security gateways — such as Microsoft Defender for Office 365, Proofpoint, and similar tools — automatically "click" every link in incoming emails to scan them for malicious content. If the security gateway follows the unsubscribe link, SendGrid records a legitimate unsubscribe event and suppresses all future Smartr365 emails to that address.
Because the unsubscribe is recorded at the SendGrid account level, it affects all Smartr365 notification emails — not just the specific email that was scanned.
How to restore notifications (support action)
Log into the SendGrid admin portal.
Navigate to Suppressions → Global Unsubscribes (or the relevant suppression group).
Search for the adviser's email address.
Remove the email address from the suppression list.
Confirm with the adviser that notifications have resumed.
Adviser guidance
If you stop receiving Smartr365 notifications, contact support and ask to be removed from the SendGrid suppression list.
Do not click the unsubscribe link in any Smartr365 email, as this will suppress all future notifications.
If the issue recurs repeatedly, check with your IT team whether your email security software is set to follow links in emails (Safe Links / URL rewriting). Disabling link-following for known, trusted senders can prevent this.