Managing email addresses in your personal profile
Adding a new email address
You can add new email addresses to your Loco account at any time. Open the Account dropdown at the top-right of your dashboard and click "Personal profile". Under the "Email address" section, fill in a new address and click the :add icon:.
As soon as you've added a new address you can use it for signing in to Loco with your password. However, we won't send any emails to it until it's been verified.
Verifying your address
When you add a new email address we will send you a verification link in order to establish the mailbox exists. We do this because bounced emails damage our sender reputation and can result in genuine emails getting caught in spam filters, or banned by commercial email providers.
Clicking the verification link will update your profile with the new address showing as "Verified", but you must be logged into Loco for this to work.
If you don't receive your verification email, you can resend it from your Personal Profile after five minutes have passed. However, the most likely cause of not receiving the email is that your spam filters have caught it, or your mail provider is blocking us.
Primary email address
You can choose any one of your verified email addresses to be your primary contact. This means it will receive system emails, such as notifications. If we need to contact you for any other reason, we will always try this address first.
To make an address primary, open your Personal Profile and click the radio button next to the address you want to use.
Deleting email addresses
You can delete your email addresses at any time, with the exception of your primary contact. All Loco accounts require at least one active email address. If you wish to remove all your email addresses, you can close your account.
To delete one of your email addresses, open your Personal Profile and click the :trash icon: next to the address you want to remove.
Please see our privacy policy for how we process your personal information and how to remove it from our system.
How to change your registered email address
The process for simply changing your email address is to use a combination of the above features:
Email aliases
There can only be one Loco account per email address. This includes using mailbox extension techniques such as bob@example.com and bob+foo@example.com.
Loco does not recognize Gmail's dots don't matter address aliasing. (e.g. alice.foo being the same as alicefoo). If you use these variations to register multiple free accounts, not only will you confuse yourself, but you may also find we amalgamate the duplicates into a single account.
If you have a Loco account and somebody plans to invite you to their project, please ensure they invite you via an email address exactly as it appears in your account. Otherwise you'll end up with multiple accounts.
Email suppression list
We operate an email suppression list which prevents us sending emails to the listed addresses. You can be added to this list if you close your Loco account, or if you received an email from us in error and wish to "unsubscribe". To achieve this without actually storing a blocked address we store an irreversible hash of it instead. Please see our privacy notice with regard to emails.
We may also add addresses to this list if they continually bounce our emails, or if we receive abuse reports from the mail provider. If you discover your email address is blocked, this is likely to be the reason.
If you wish to be removed from our suppression list, please send an email to (support at this domain) from the address you wish to unblock.
Bounced emails
Please ensure you can receive mail from Loco at any address you add to your profile. If mail doesn't arrive as expected, be sure to check your spam filters or ask your mail hosting provider if they're blocking us.
If a previously verified address starts rejecting emails, we may have to remove it from your account. This will show up as "Revoked" in your profile and you'll have to go through the verification process again to reactivate it.
If we receive abuse reports from your email provider, we may add your address to our suppression list to prevent further bounces and to protect our sender reputation.
All Loco accounts must have at least one active email address, so please be aware that if we fail to contact you with important information about your account we may have to disable it. If that happens, please contact us us to discuss the problem.
Spam filters
We do our best to ensure our emails can be delivered to your inbox, but we can't guarantee that your email provider won't block us for some reason. This can be due to the content of our messages, or because one of our mail senders (e.g. Amazon SES) has been banned.
You may find that adding (support at this domain) to your address book helps keep our messages out of your junk folder, but if your provider is bouncing emails before this stage of delivery then you may have to speak to them. We can't force your provider to accept our mail and we can't react personally to every bounce.
Replies to support requests will be emailed by a human. This may be from a desktop computer or a ticketing system and the outgoing SMTP server may vary. Our domain's SPF record will show you all our legitimate mail senders, so please consult this if your systems are rejecting our messages based on their origin.
If your email provider asks us to manually verify ourselves or make a payment in order to accept our mail we won't be able to oblige. If you want to receive our mail, please ensure nothing is preventing delivery at your end.