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Q: I have a player who is not receiving the emails I am sending. What can I do to resolve this?
A: There are several reasons a player might not be receiving an email:
Email address misspelled
Emails are going to spam
The player has unsubscribed from emails from Golf Genius
Email has been suppressed by the Player email provider
In this article, we will discuss reviewing email delivery reports, the possible statuses, and the actions you can take to diagnose the issue. General troubleshooting steps include checking delivery reports, examining suppression lists, verifying recipient settings, and resending invitations where necessary.
Review Email Delivery Reports Status:
You can use the Email Delivery Report to diagnose the issue. Click Here for instructions. Based on the following status, you can take the suggested actions:
Email Failed to Send: If the delivery report status states that the email failed to send, verify that the email address in your roster is correct. There may be a typo. Go to the Master Roster or Event/League Roster to verify a player's email. For assistance on editing a Player Profile, Click Here.
Email Successfully Delivered: If the delivery report states that the email was successfully delivered, have the player look in his/her spam folder. If the email is in the spam folder, have the player mark it as "not spam" so that future emails will be sent to the regular inbox. We also recommend adding noreply@golfgenius.com to the golfer's safe sender or contact list.
Player Does not show in the Delivery Report for a specific Email: If the delivery report does not show that an email was sent to a specific email address, there could be a few issues:
The email was not sent to the golfer: Try resending the email to only the specific golfer who did not receive it. For more details on sending emails, Click Here. If the email appears to go through, it is possible that the golfer has unsubscribed from emails.
The Golfer Has Unsubscribed from Golf Genius Emails: In this case, a golfer has clicked the unsubscribe button on a previous email and will no longer receive emails from Golf Genius. To see if a golfer has unsubscribed, follow the directions in THIS ARTICLE. To resubscribe a golfer, Click Here.
Status Shows Bounced: If the delivery report indicates the email was Bounced, it's likely that Golf Genius Emails have been suppressed by the golfer's email provider (e.g., AOL, Yahoo, Gmail). You might be asking, "Why do emails get suppressed?" When dealing with mass emails, the restrictions from the recipient's email provider become more strict. As a result, some email addresses are flagged and added to the suppression list. We always recommend asking the golfer(s) to add noreply@golfgenius.com to their safe sender or contact list. This will help prevent suppressions from occurring in the future.
When emails have been suppressed, you can remove emails from the email suppression list. Before proceeding, it is recommended to check the Email Delivery Report or 10-Day History on the Manage Emails page to see if emails are being delivered correctly. If the status shows a "Bounce" error, their email provider has most likely placed that email address on a suppression list.
Removing Email From Suppression List:
If you have checked all the previous options, and you suspect an email is on the suppression list, and you wish to remove it, go to one of the following locations:
Customer Center (Master Roster) Email Center: Go to your Customer Center > Master Roster > Manage Emails.
Event/League Email Center: Go to the Manager Site for that event/league, then Golfers > Manage Emails.
Round Email Center: Go to Rounds > Manage Emails.
From the Email Center, click on "Email Suppressions," enter the email address, and click "Go" (as shown below).
Additional Consideration:
The recipient may need to work with their email provider to troubleshoot the issue if we are displaying that the email has been delivered.
If a problem persists, it is best to have the recipient change their email address.