HOW-TO:
NOTE: Sometimes emails don’t send or aren’t received. This can happen for many reasons, and it’s not always possible to know exactly what’s happened. However, below are some troubleshooting steps you can try. See also separate FAQs on related topics by using the search function.
Communications Panel
1. Look under Status
2. Select the Failed status to check the failed emails.
3. Select a failed email by ticking the box beside it to see more information.
4. Check for any obvious errors (e.g. you tried to email Susan but email address says Susn)
5. Ask your IT team for help, and ask the person you’re trying to email to also check with their IT team for troubleshooting tips, as the problem may be at the receiver’s end.
NOTE:
EventsAir emails are sent via a platform called SendGrid (also called Twilio
SendGrid). Sometimes, emails don’t send because of a problem at the receiver’s
end (such as their inbox is full, or their email server is not working). If
this happens, the email will be flagged by SendGrid on the bounce or block list. Such problems may be temporary, and clearing these lists in SendGrid will
allow you to try to re-send the emails.
_____To clear blocked and bounced emails list in
SendGrid____
Communications Panel
1. Select the SendGrid Icon to the right of the Status heading, and log in to SendGrid
NOTE: If you don’t already have a
SendGrid login, please contact our support team for help creating and linking
your account. Your IT department should also set up an SPF record for SendGrid
on your domain.
In
SendGrid
From the Dashboard, select the Suppressions section to the left.
NOTE: When looking at the Bounce or Block lists, you can also filter between
specific dates (top right), or search for a particular email address.
2. Under Suppressions, Select Bounces.
3. Select the cog Icon in the top right.
4. Select Delete All from the dropdown.
5. Under Suppressions, Select Blocks.
6. Select the cog Icon in the top right.
7. Select Delete All from the dropdown.