SAP Knowledge Base Article - Public

2527607 - Unable to receive system emails from SAP Analytics Cloud (SAC)


  • Unable to receive system emails from SAP Analytics Cloud (SAC) in difference scenarios:
    • System owner doesn't receive the Welcome mail of one new SAC tenant you have just purchased
    • Others don't receive the Welcome or Activation mail when creating a new user in SAC tenant
    • Users don't receive notification mail when scheduling a publication
    • Users don't receive notification mail when one story is shared
  • E-mail notifications sent from SAC arrive in your junk folder in your e-mail client (i.e. Outlook)


  • SAP Analytics Cloud, Enterprise Edition

Reproducing the Issue

Scenario: Create User

  1. Logon to SAC with an administrator user ID.
  2. Create a new user. 

Scenario: Share Story

  1. Logon to SAC.
  2. Navigate to Files, select one or more files, and select Share icon to open the Share dialog.
    Or if you have the file open (for example, a story or analytic application), select Share icon.
  3. Under Add Users or Teams, select the users or teams that you want to share the file with.
  4. Select Email new recipients to email people to let them know that you are sharing a file with them.

Scenario: Schedule a Publication

  1. Logon to SAC.
  2. Try to schedule a publication for story.
    • On the Files page, select the story that you want to schedule, and select the dropdown arrow from Share icon from the toolbar, select Schedule Publication.
    • From the File menu inside one story, select Schedule Publication.


  • The generated system emails are filtered by the users e-mail spam settings.
  • The generated system emails arrive with delay.


  • The e-mail client (junk / spam) e-mail filter moves suspected spam to the junk / spam e-mail folder. Adjust the junk / spam e-mail filter settings to allow e-mails for SAP Analytics Cloud.
  • Mail from unverified domains will be routed to the junk folder. Check the domain settings in your e-mail client (i.e. Outlook).
  • Mail will be considered as junk sometimes while routing through central gateways. Check the e-mail server settings (i.e. Exchange server).
  • This should be checked by your IT department to confirm settings are correct and filtering is not occurring.
  • Make sure that the following domains are added in the allow list:  
    • *
    • *
    • *.sap.corp
    • *
    • *
    • *

Action required after updating the allow-list above:

  • For the mail sending to either System owner or new created user, pleaes refer to SAP KBA 2399123 to reset your password (only available when the default idP is used for SAC, i.e.
    • Please note that the welcome email may arrive with a delay of up to two hours. SAP is working on expediting this.
    • As per SAP KBA 3247530, genrally, we don't support to re-send the activation mail, and you also don't need it.

See Also

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SAP Analytics Cloud 1.0