Troubleshooting Email Delivery Issues
If you're experiencing issues with email delivery, there are several areas to review within your event setup to help identify the problem. Follow the steps below to guide your troubleshooting process:
Check the Email Tracking Report
Navigate to the Reports icon and open the Email Tracking page.
Search for the email in question to verify its delivery status.
If the email was sent, ask the recipient to check their spam or junk folder, and confirm that they are checking the correct inbox.
If the email bounced, it means delivery was unsuccessful. This may indicate an issue with the recipient’s email address or the sending domain.
Confirm Notification Settings
Click the Email icon and go to the Notifications page.
Ensure the notification that was supposed to be triggered is enabled and tied to the correct email template.
Review Email Templates
Open the Email Templates page to double-check that:
The template contains the correct content.
The template is properly named and assigned.
No template mix-ups have occurred that could have caused the wrong message to be sent (or not sent at all).
Verify Automated Email Settings
If the email should have been sent automatically (such as an incomplete submission reminder), go to the gear icon > Configuration page > Submission Settings tab.
Scroll to the Incomplete Submission Reminder section and ensure:
The setting is enabled.
The frequency and number of reminder emails are set as expected.
Still Can’t Locate the Email?
If you’ve reviewed all of the above and still cannot find or confirm delivery of a specific email, reach out to the Reviewr Support Team for further assistance. Our team can help trace delivery status or provide next steps to ensure your messages reach their intended recipients.
Using a Verified Sending Email?
If you’re using a verified email address (rather than the default
@my.reviewr.com), be aware that delivery issues may be tied to the email verification status.Return to the Email Tracking page and look for bounce notifications related to your verified sender.
If bounces are occurring, contact the Reviewr team to resolve issues with your verified domain to ensure successful delivery to all recipients.