Recipient notification emails can go missing for a number of reasons. Below are the most common causes and how to check for and resolve each one.
Checking Your Notification Settings
Go to the web platform, then navigate to
Settings>Inbound Notifications. Confirm that a notification template is assigned to your site(s) for each notification type. Without an assigned template, no email will be sent.
If the correct templates are assigned, check whether a notification delay or schedule is holding back immediate notifications.
If your system-level settings look correct, go to
Recipientsand select the specific recipient to check their individual notification settings:If
Defer to template level notification channel configurationis on, the recipient follows your system-level settings.If it is off, confirm that the
Emailchannel is selected for that recipient.
Checking the Recipient's Inbox
Ask them to check their spam or junk folder. Notification emails are sent from [email protected].
If it's there, ask them to move it to their regular inbox and mark the sender as trusted, so future emails land where they should.
If the email can’t be found in the inbox or the spam folder, it may be blocked by a filter or security setting on the recipient’s email account, which is more common with work or school email. Ask the recipient to check with whoever manages their email, such as their organization’s IT team or their email provider, whether messages from [email protected] are being blocked.
Accounts using a custom domain will receive emails from their own designated address instead.
Checking if the Recipient Has Blocked the Sender
This is different from an email being filtered into spam or junk. Most email clients let a user block a specific sender outright, which prevents messages from that address from ever reaching the inbox, including spam or junk.
Ask the recipient to check their client's blocked senders list (for example, Gmail's or Outlook's blocked contacts settings) for [email protected], and remove it if found.
Checking if the Recipient Has Unsubscribed
This is different from a spam folder or a blocked sender. If a recipient has unsubscribed from Parcel Tracker emails, they will no longer receive notifications, even when your notification settings and their inbox are fine. If the checks above don’t explain the problem and you suspect this is the cause, contact our support team.
Still Having Trouble?
If you've been through all of the above and recipients are still missing notifications, reach out to our support team here, and we'll help you get to the bottom of it.