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 is nowhere to be found, your IT team can check whether a filter or security setting is blocking messages from [email protected] before they reach the inbox.
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.
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.