Why Some Customers Haven’t Received My Emails (and How to Check)

Understand why emails may appear “undelivered” and tips to improve delivery and visibility in Class Manager.

Sometimes your customers may say they haven’t received important emails, such as invoices, class updates, or reminders. This guide explains how to check email delivery in Class Manager and offers tips to help ensure your communications reach your customers.

1. Check Email Status in Class Manager

   1. Go to Messages > View Email.
   2. Select the email you want to check.
   3. Navigate to the Recipients tab to see the status for each recipient.
      1. If it shows Delivered: The email reached the recipient’s inbox but may not have been seen or opened.
      2. If it shows Send: The email has been queued for sending but has not been delivered to the recipient's server. If there’s a large number of emails in the queue, it may take up to an hour for it to go through.
      3. For more details about email statuses, please go here.
      4. Some email providers may automatically filter messages, they could be in the Spam or Junk folder. Ask customers to check there.

      5. Ask recipients to search for your email domain or the no-reply email address and mark it as safe to help ensure your emails don't end up in spam or junk. Here's a detailed guide you can share with your customers 👉 Whitelisting Emails

2. Confirm Recipient Email Addresses

   • Ensure email addresses in your system are accurate.
   • Typos or outdated addresses can prevent messages from reaching the inbox.

3. Use the Customer/Parent Portal as a Backup

   • Invoices are also available in the portal. Important updates and notices can also be posted in the noticeboard.
   • Directing customers there ensures they can access critical information even if they haven’t opened the email.

Following these steps will help ensure your emails are delivered, seen, and acted upon. If you continue to encounter issues, contact our support team for assistance.