Q: I have a member/guest/vendor/technician who is not receiving the emails sent to them. What can I do to resolve this?
A: You can use the Email Delivery Report to diagnose the issue. Click Here for instructions.
These issues can stem from common causes such as suppression lists, email filtering, spam folder misplacements, or email provider-specific restrictions. Troubleshooting these problems often involves reviewing a list of possible scenarios and taking corrective actions:
If the delivery report status states that the email failed to send, verify that the email address is correct. There may be a typo. It is not common but happens more often than we think.
If the delivery report states that the email was successfully delivered, have the individual look in his/her spam folder. If the email is in the spam folder, have them mark it as "not spam" so that future emails will be sent to the regular inbox. We also recommend adding donotreply@golfgenius.com to their safe sender or contact list.
If the delivery report states that the email was bounced, there could be a few issues, but it's likely that Golf Genius Emails have been suppressed by the recipient's email provider. You might be asking "Why do emails get suppressed?" When dealing with mass emails, the restrictions from both our email provider and the recipient's email provider become more strict. Due to this, some email addresses get flagged and placed on a suppression list.
We always recommend asking recipients to add donotreply@golfgenius.com to their safe sender or contact list. This will help prevent suppressions from occurring in the future.
When emails have been suppressed, we can remove emails from the suppression list. Before proceeding, it is recommended to check the Email Delivery Report in the Email Center to see if emails are being delivered or not. If the status shows "Error" with the information of "bounce", their email provider has most likely placed that email address on our Suppression List.
If you have checked the Delivery Report and suspect an email is on the suppression list and you wish to remove it, please reach out to our support team.If the delivery report states that the individual has unsubscribed from or suppressed Golf Genius Golf Shop promotional emails, you can send them an email to resubscribe to promotional emails. To do so, edit the member profile, and select the option to "Send a Resubscribe email."
If these solutions do not work, or you have an email that is bounced, please contact our support team so we can diagnose and resolve this issue.