Email login issues with Microsoft providers (Hotmail and Outlook)

Current situation

Unfortunately we sometimes experience issues with emails being sent due to the IP address used by our email supplier being flagged in a spam filter. This problem seems to exclusively happen to users using Microsoft for their email.

• You may check for recent IP/spam blocks on the support page.

• The issue usually resolves itself on its own, so you may try again in a few hours.

If you experience the problem consistently and are looking for a long-term solution, please keep on reading.

Recommended solution

For now we recommend to use Google or GitHub as your sign-in method. If you own an account on one of those platforms with the same email as your Fantasy Snooker email you can sign in to your existing account seamlessly.

If you have not already created an account at Fantasy Snooker then choosing a non-Microsoft email might yield the most frictionless experience.

Change to a non-Microsoft e-mail (self-service)

You are able to change your email via our self-service option on your user profile page.

Unfortunately, it does require you to do the initial login to your account and verify your existing Hotmail/Outlook account, which means it might require some persistence on your end as you would have to receive up to two emails to your Hotmail/Outlook account (one for the initial login and one for confirming your current email as a security measure). If you don't receive an email immediately, please wait and try again later (up to multiple hours unfortunately). You are able to check for recent problems with e-mail under the "Known issues" section on the support page.

If you manage to change your email then life should be easier. Note that I also use a Hotmail email personally and was able to get this to work. Sometimes the emails are blocked, but after a few tries the email should get through. When you begin the process and confirmation emails are sent, you are able to retry sending the email to your Hotmail (once every 10 minutes).

Ask admin to change the email manually

Should the self-service method not work for you after several tries, we are be able to assist with changing your email manually. This would require you to send us both an email from your current Fantasy Snooker email and your new wished email as a security measure to confirm you are the owner of both the old and new account.

Adressing this issue is a priority on our end so we are attacking the issue from multiple angles:

• We will support more login methods
• ✅ We will give better information when logging in with certain e-mail providers like Microsoft
• ✅ We will make it possible to change the email on your account via self-service
• We are considering changing our e-mail provider, but that's a bigger project down the road (and is not guaranteed to solve the problem)

We're sorry for the inconvenience. Don't hesitate to give us feedback, both positive and negative.