@mention email notifications not sending

Hi, I have a user on my project that when she uses the @mention function in conversations, an email notification does not send to the user she mentions. We've check her personal settings and email is checked for @ mentions and sheet change notification settings is checked. Other users using the same smartsheet are not having the issue. For troubleshooting, we've unchecked her email and sheet change notification settings checkboxes and enabled again, along with cleared cache and changed browsers with the same result. Any suggestions to resolve

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