Reminder Emails Sent To Old Client Email
In some cases, clients may continue to receive agreement reminder emails even after they've accepted their agreement, or after their email address has been updated.
Why this happens
When an agreement reminder email sequence is already in progress and the client's email address is changed in Xero, the system may not automatically stop the sequence.
Scenarios where this can occur
Client accepted the agreement but still gets reminders
If the client's email was changed between sending the agreement and accepting it, the reminder sequence may continue targeting the old email.
Email address updated but reminders still go to the old address
Updating the client's email in Xero does not automatically update an in-progress reminder sequence.
How to fix it
If a client is receiving unnecessary reminder emails:
Contact Rechargly support via in-app chat or email support@rechargly.com
Let us know the client name and which email is receiving the reminders
Our team will manually stop the reminder sequence