Why are my contacts not receiving emails?

There are a number of possible reasons why your customers might not be receiving your emails. Below are troubleshooting steps that both administrators and your customers can follow to help identify and resolve the problem.

Troubleshooting for admins

• Check with your customer that the email address on their account is correct and is the email address that you see on your system
• If the email is sent automatically or triggered by the system, head to Communication > Notifications to check the notification is:
  • Enabled
  • Set to send to the account owner (‘Recipients’)
  • Set to deliver by email

For more information on how to manage your notifications, view our full help article here.

Troubleshooting for customers/members

• If a user is trying to reset their password, ensure they’re doing so from the Thrive4 app or the online portal (member.thrive4.com)
• If a user hasn’t verified their account, they won’t be able to receive password reset emails
  • The verification email does not expire, so the user should check their email for the verification link
• If no verification email is received upon invite or registration, ask the customer to confirm the email is correct and matches what you have been provided
• Ensure they have checked their spam/junk/promotional email folders
• The user can add no-reply@thrive4.com to their trusted/safelist of emails – full steps available here
• Ask your customer to check their blocked senders list to see if no-reply@thrive4.com, or your club's email domain, has been accidentally blocked or unsubscribed

If the above steps have been followed and there is still a delivery issue, then please contact us at help@thrive4.com for further advice.

There may be times when the root cause of an email delivery issue cannot be resolved by standard troubleshooting or with help from the Thrive4 team. In these situations, we advise that your customer(s) contact their mail service provider directly for help.