Not Receiving Emails

[IMPORTANT] Do this first

Please continue reading if you have confirmed no one is on the bounce list

Understanding the icons

Example of a bounce email

Additional info about email status on hover states

[IMPORTANT] Do this first:

Administrators: Check your account and clear out the soft bounce list

Before submitting a support ticket, please check or have an administrator on your account check if anyone is listed on the bounce list.

1. Navigate to Settings > Email Deliverability
2. Check the list, if anyone has been flagged as a bounce, they will be listed there
3. Clear out the bounce list and resend the invite and/or discussion message

Please continue reading if you have confirmed no one is on the bounce list

If you believe that collaborators are not receiving invites or email, please read this article before submitting a support ticket. If you still feel like you need to submit a support ticket after reading, please don't forget to include a screenshot of the email log (explained below).

We are going to be taking a look at the Collaborator panel located on the right hand side of the plan.

Understanding the icons

Please take a look at the collaborator panel and at the collaborator that you believe is having issues receiving emails.

The icon to the right of the name represents the state of emails:

• Eye - the collaborator received and opened at least one email
  • This means it is a confirmed delivery and receipt
  • if the collaborator still says they are not getting any emails, it is likely they are just deleting them from their email. Please have them look closely at the emails before deleting them.
  • Note: email hosts such as google that run virus scans on the back end of all emails received will mark the email as open as soon as the collaborator has that browser window in focus. If they delete the email without reading it, it will still show as read if a virus scan occurred. If the collaborators are deleting emails without reading them, we cannot fix that from our end.
    
     
• Airplane - an invite has been sent to the collaborator, they have not yet opened or seen the email
  • It is possible something weird is happening here. The collaborator might have some serious security and you may need to ask them to whitelist CoordinateHQ as well as your company/email addresses
     
• Red circle with a line through it - the email has not been delivered
  • 99% of the time this occurs when the email address has been entered incorrectly. Please make sure you have the right email address
  • You can also test this by sending them a test email from your email address to see if the email is going through at all.

Example of a bounce email

A bounced email is also sent to the Project manager if there is a bounced email, so keep a look out for those (example in the screenshot below)
 

Additional info about email status on hover states

If you hover over the icons next to the collaborator names/emails, you will see the last time they viewed an email sent from the CoordinateHQ app. 

If you click on the collaborator and open up their modal detail page, you can navigate over to the Email log tab. 

You will be able to see in detail all of the email types sent, what time they were sent, who sent it, and if they were read or not. 

If after reading this guide, you still need additional support, please include a screenshot of the Email log like in the example below.