ManualHow-to guidesEmails and notificationsAdmins
Track whether an email has arrived
If a family or an organizer has not received an email, verify in the outbox whether it was delivered.
Prerequisites
- Super admin for the outbox. Admins see only the tab Delivery errors.
- The app Delivery tracking is switched on. Without it, the outbox shows only Sent, and the tab Delivery errors does not exist.
Steps
- Select Communication > Outbox.
- In the search, enter the address, e.g.
name@example.org. - Open the message and review the history Sent, Delivered and, if measuring is switched on, Opened and Clicked. If there is an error, a red message Undeliverable with the reason appears instead of Delivered.
- If it says Undeliverable, select the number of undeliverable emails in the outbox header. The Delivery errors tab opens.
- Verify the spelling of the address in the account.
- Ask the person to look in their spam folder.
Result
You know whether the email was sent, delivered or rejected. Send again sends an email without replaced links to the original address once more, even if you have corrected the address in the account.
If it does not work
| Problem | Remedy |
|---|---|
| The history shows only Sent, and the tab Delivery errors is missing. | The app Delivery tracking is off. A super admin switches it on in the App-Store. For emails that were sent without the app, the delivery status stays missing. |
| The history shows neither Opened nor Clicked. | The setting Measure opens and clicks of the app is off, or the recipient is not measured (Delivery tracking). |
| The email is missing from the outbox. | fepli never sent it. Under Notifications, review the coloured dot beside the type, e.g. a red dot for “Not sent”. Also verify whether the season of the offer switches the type off (Notifications). |
| An older email is missing from the outbox. | The period in the row Emails and text messages under Retention has expired; the outbox then shows only stored copies, for newsletters too (Outbox). |
| The email about a status change is missing from the outbox. | Commit registration status or Notify participant was probably turned off for the change (Why decisions are committed only later). |
| The address is blocked. | See Unblock a blocked email address. |