Why doesn't my e-mail arrive?

E-mail sent from the Admin might sometimes not be delivered to a beneficiary. In different places in the Genkgo system, you can view information with regard to sending and delivery of e-mail. You can follow the steps in this article to find out why the recipient didn’t receive your e-mail.

Spam

Always start by asking the person if he/she looked in his/her spambox. Some e-mail providers place a lot of bulk e-mail in the spambox. If the e-mail is indeed in the spambox, the user can indicate that e-mail from the community is not spam.

Can’t find it in the spambox? Follow the steps below.

Does the profile in the Organization contain the correct e-mail address?

Is the e-mail address entered correctly? Check the spelling of the address and whether there are any spaces in front of or behind the address. If the e-mail address is correct, go to the next step.

If the e-mail was sent with the Communication Application

1. To to the e-mail in the sent items. Click on the tab ‘Beneficiaries’. Look up the person in question. Behind the name and e-mail of this person, you can see whether the e-mail was sent to them, if they have read it and if the clicked on any links in the e-mail. If an error occurred while sending the e-mail, you can also see the nature of this error. The most common errors are ‘empty e-mail’ and ‘not subscribed’. If this overview indicates that the message was sent, but apparently not delivered, go to the next step.
2. If the e-mail was not delivered because the person is not subscribed, you can manually change the subscription. To do this, go to ‘Subscriptions’ under ‘Settings’ and click on the relevant subscription. You will now see an overview of all persons who made a change in this specific subscription. For an opt-out subscription, everybody is subscribed by default, and only the persons who specifically indicated that they do or do not want to receive e-mail within this subscription appear in this list. Click on the name of the person to change his/her subscription.

A common situation is that an e-mail is sent, but not delivered. Sent and delivered are two completely different concepts. If the e-mail was indeed sent, you need to check whether the message arrived at the provider of the e-mail address, or if something went wrong ‘on the way’:

What is the delivery status of the message?

In the system settings you can see which e-mails were and weren’t delivered to whom. Click on the gear icon on the top right of the screen in the Admin. Then click on ‘email’ in the menu on the left. This element contains four different tabs. Here you can read how to look up the delivery status of an e-mail. In the case that a message was not delivered, the reason for this will be indicated as well.

Everything checks out, but the user did not receive my e-mail. Now what?

If the system settings indicate that the e-mail was delivered, this means that the e-mail arrived to the other party. That is to say, the e-mail provider of the user has notified Genkgo that the e-mail was received. In this case, the provider apparently decided to not place the e-mail in the inbox or spambox of the user. Genkgo cannot track down the reason why the provider decided this, nor can Genkgo change anything about it. In the article E-mail delivery, you can read more about this. We advise you to contact the e-mail provider of the user in such a case.