Overview
When customers do not receive email, start with the basics before resending repeatedly. The goal is to confirm whether this is one bad address, one bad workflow, or a broader delivery issue.
Before you begin
- Know which record sent the email and the approximate time it was sent.
- Confirm the customer email address currently saved on the source record.
Steps
- Open the source estimate, invoice, or ticket and verify it was sent from the correct record.
- Review the recipient email address for typos, stale contacts, or copied data issues.
- Check whether the issue affects only one document type or multiple outbound email workflows.
- Resend only after correcting obvious address or record issues.
Tips
- Ask the customer to check spam or filtered inboxes only after you confirm the address is correct.
- Keep notes on which message type failed so patterns are easier to spot later.
Troubleshooting
- If only one recipient is affected, focus on the address and recipient environment first.
- If all invoice emails fail but other emails succeed, isolate the invoice workflow rather than assuming email is globally broken.
- If repeated resends do not help, stop retrying and collect evidence for support.
Related articles
Need more help
When contacting support, include the approximate send time, recipient address, record number, and the message type that was expected.