In some cases, agreement reminder emails may be sent to the wrong person, continue after an agreement has been accepted, or persist after a client's 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. Additionally, email header settings (CC and Reply-To) in Rechargly can cause copies of client-facing emails to be delivered to your practice inbox.
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.
Practice or firm receiving the client's agreement reminder. If your practice is receiving agreement reminder emails that should be going to your client, this is usually caused by one of the following:
CC email header. Your firm's email is set as a CC on all agreement emails in Rechargly Setup. This means you receive a copy of every agreement and reminder email sent to clients. This is expected behaviour and does not prevent the client from also receiving the email.
Wrong email on the agreement: The client's email address on the agreement may actually be set to your practice email instead of the client's personal or business email. Check the client's contact details in Xero and update if needed.
Email forwarding rules: Your email provider may have a forwarding rule that routes client emails to your inbox.
To check your CC settings, go to the Setup page in Rechargly and review the "Add Email Headers" section.
How to fix it
If a client is receiving unnecessary reminder emails, or your practice is receiving reminders meant for the client:
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 or help update the email routing