My V1CE Welcome email or Smart follow-up isn't sending to my contacts

If your V1CE Welcome email or Smart follow-up isn't sending to your contacts, the cause is almost always one of four things: the Smart follow-up is still in Draft, the Contact Capture form isn't being completed, the emails are landing in your contacts' spam folder, or there's a back-end queue issue that V1CE needs to investigate. Work through the four checks below and you'll find the cause.

This article is for

This article is for V1CE ClientCapture OS customers who have set up a Welcome email or a Smart follow-up but their contacts are not receiving the emails.

Check 1: Is the Smart follow-up activated?

The most common reason a Smart follow-up doesn't send is that the Smart follow-up is still in Draft. Smart follow-ups only fire when their status is Active. To check:

Log in to app.v1ce.co.
Click More in the sidebar, then Smart follow-ups.
Find your Smart follow-up and check the status.
If the status is Draft, open the Smart follow-up, review the steps, and switch it to Active.

Check 2: Is the Contact Capture form actually being completed?

Welcome emails and Smart follow-ups only fire when a new contact is captured through your V1CE Contact Capture form. A tap on your V1CE card alone does not trigger an email. The contact has to fill in the Contact Capture form on your page. To check whether contacts are completing the form:

Go to CRM in the sidebar.
Look for new contact entries that match the people you expected the email to reach.
If there are no new contacts, your card tappers are visiting your page but not filling in the Contact Capture form. Make the form more prominent on your page, or ask people to fill it in when you tap.

Check 3: Test the Smart follow-up with your own email

To confirm the Smart follow-up itself works, test it with your own email from a device that isn't already a contact in your CRM:

Open your V1CE page on a phone or computer you haven't used before.
Fill in the Contact Capture form with your own email address.
Wait for the Welcome email or the first Smart follow-up step to arrive in your inbox.
If it doesn't arrive in your inbox, check your spam or promotions folder.

If the test email arrives, the Smart follow-up is working and the issue is on your contacts' side. Ask one of them to check their spam folder, then add noreply@v1ce.co to their address book or safe sender list.

Check 4: If the test email doesn't arrive either, contact V1CE support

If the test email in Check 3 does not arrive in your inbox or spam folder, the issue is on V1CE's side and V1CE engineering needs to investigate. Contact V1CE support with:

The name of the Smart follow-up.
The email address you used in the test.
The email address of a specific contact who should have received an email but didn't, and the date they were captured.

V1CE checks the email queue, identifies the cause, and resends any emails that were stuck.

For step-by-step setup of Smart follow-ups, see the Smart follow-ups article.