Why is my member not receiving email?

There are five main reasons why someone might not be receiving emails sent via TidyHQ:

They have unsubscribed by clicking a link in the footer of an email, or via a prompt from their mail reader or similar.
They have reported an email as spam.
The "subscribed for messages" checkbox in their Contact Profile was unchecked by an admin (or never checked).
1. In the case of Group Messages, if they've unsubscribed from the Group.
Their mail server has recently rejected (or "bounced") a message we've sent, so we've paused sending temporarily.
Their mail reader has decided to treat the message as spam locally. (Please have them review the Safe Senders instructions.)

TidyHQ has a responsibility to prevent our platform being used to spam people.

We are required to allow your contacts to easily unsubscribe from your organisation's broadcast email (everything except for payment receipts and similar).

In some places this may be a legal requirement, and it's also a requirement of Google, Yahoo, Microsoft and others. If they start treating us as enabling spam, they will likely block everything sent on behalf of any of our customers. Nobody wants that to happen!

We also partner with services like Postmark and Mandrill in order to maintain high reliability in sending email. As such we also need to fit into their policies.

Reviewing Sent Email Statuses

Once you've sent an email, the recipients list will show you whether it was 🔵 Sent, 🟢 Delivered, 🔴 Rejected, or if the recipient was already ⚫️ Unsubscribed.

If you are experiencing queuing delays with your emails, note that users on a Pro Trial or with an upgraded plan should see emails sent as expected without such delays.

Viewing Rejections

A "Rejection" is our term for when the TidyHQ platform has paused sending to someone.

You can review current Rejections at the following URL within TidyHQ:

https://[your-organisation].tidyhq.com/communicate/rejections

This lists the contact, the rejection reason, and the expiry date for the rejection.

Many rejections occur due to a "soft bounce" or a "hard bounce" — usually these indicate some kind of temporary or permanent error with the email address itself or at the receiving end.

When a contact unsubscribes by clicking a link in the footer of an email, or via a prompt from their mail reader, we respect that and stop sending to them. This usually also results in a 99-year rejection being recorded.

Getting contacts re-subscribed / lifting a rejection

TidyHQ support can re-subscribe a contact, but we require direct individual consent. Please ask them to email support@tidyhq.com from the unsubscribed email address, noting which organisation they're with, and instructing us to re-subscribe them. We'll take it from there!

If a rejection doesn't have an associated unsubscription, we can lift that right away.

Custom domains

When a server sends email on behalf of a given domain, there are certain digital records the recipient can check to see if the server is actually allowed to do so.

If you use a custom domain with TidyHQ and performed that setup before August 2024, or for more information in general, please read our help article about SPF, DKIM and DMARC.

If you are experiencing issues that none of our articles has helped you solve, please contact by clicking the button below:

Contact TidyHQ Support

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