Email issues

A permission request will not send

If Send Permission Request is greyed out, the message under it gives the reason:

• Add author email to send a permission request. Add the email to the testimonial, or use Find Email.

• Physical mailing address not configured. Add it under Settings > Email and click Save Address, which is a separate button.

• Support email not configured. Add it under Settings > General and click Save changes.

• No email provider configured. See Email provider setup.

If you click the button and a red error appears, the email did not go out. Fix the cause and click again. If the message says the recipient has unsubscribed, this person has opted out and the app will not write to them. See Legal and GDPR.

An author says the email never came

1. Open the testimonial and read the Activity list in the Permission card. Check the address after Permission request emailed to for typos.

2. If it shows Email bounced, go to Bounce handling.

3. Ask the author to check spam, junk and promotions, and to mark your email as not spam if they find it.

4. Send yourself a test, as Test send shows.

5. If the test works, click Resend on the Permissions page.

Permissions troubleshooting covers links that do not open and statuses that look wrong.

Emails land in spam

The receiving mail service makes this decision, so nobody can guarantee the inbox. These steps help most:

• Send from your own domain. Move to Postmark or Custom SMTP, then set up SPF and DKIM for your domain. From address explains how.

• Use a name people know. Your company name in From Name is usually best.

• Keep your subject plain. If you changed it, avoid capitals and exclamation marks. See Writing a custom template.

• Start small on a new domain, and write only to the people who gave the testimonial.

When someone reports your email as spam, the request shows Marked as spam. Do not write to that person again. See Bounce handling.

Emails bounce

A bounce means the email could not be delivered. To recover, delete the request, correct the address and send a new one. Bounce handling has the steps, and shows what each email provider can detect.

With Custom SMTP, the app cannot see bounces, so a bounced request looks like one still waiting. If many addresses bounce at once, the problem is probably your sending setup. Send a test and check your provider.

Your test email did not arrive

A green message means your provider accepted the email. It does not prove delivery.

1. Check spam and promotions, and try a free webmail address too.

2. Check that your From Email is on a domain your provider lets you send from.

3. With Postmark or Custom SMTP, click Reconfigure, enter your details again and click Test Connection.

4. Look in your own Postmark account or mail server logs. They show whether the email went out, and why it was refused.

Test send covers the messages you may see. A test does not need a mailing address or Support Email, so it can work while permission requests still will not send.

You or a teammate are not getting our emails

Password resets, invitations and welcome emails go out through your organization's email provider. If your Postmark key or mail server stops working, these fail too, and the app does not tell you.

1. Check spam and promotions, and allow a few minutes.

2. Check that you used the right address.

3. Ask an Owner or Admin to send a test under Settings > Email.

For an invitation, Invitation sent successfully means it was saved, not delivered. See Inviting members. For a password reset, see Login and access.

Some things never send an email, such as an author's answer. Notification preferences lists what we send.

Authors reply, and nothing reaches you

Replies go to your From address, not your Support Email. See From address.

Still stuck?

Tell us your email provider, one affected address and the exact error. Getting help shows how to reach us.