When an email does not arrive
A checklist for missing customer, vendor or team emails.
Most delivery problems have simple causes. Work through this list before you contact support.
Steps
1. Check the address
Open the customer, contact or vendor and check the email address. Sales documents use the contact email first, then the customer email. Dunning emails use only the customer email.
2. Check the log
For sales documents open Sales, Settings, "Email log". Status Failed shows that the email could not be queued. For signature requests check the event history. For follow up emails check the Outbox.
3. Ask the recipient to check spam
Platform emails come from the platform sender address. Ask the recipient to look in the spam folder and to add the address to the safe senders.
4. Check the opt out list
Contacts who unsubscribed receive no follow up emails or meeting reminders.
5. Send again
Send the document again, click "Resend link" for portals and signature requests, or use "Send test email" in the follow up settings to test your own mail server.
Good to know
- Portal and manual sign in links expire after 30 minutes and work once. Ask the person to request a new link.
Related
- Email log
See every document email that was sent from Sales, with its status.
- How BizCortex sends email
The sender address, delivery queue, languages and logs behind every email.