Skip to content
  • There are no suggestions because the search field is empty.

Troubleshooting Emails Not Being Received

Learn how to troubleshoot and improve email deliverability from your Zanda account, ensuring your clients receive your important communications effectively.

If the emails you send from your Zanda account are not being received by your clients, here are some ways you can troubleshoot this issue.

In this article:

Check with your client/s 

If only a few clients are not receiving your emails, while the rest are, then it is likely the issue is occurring on the client's end.  In this case ask your client to check their Spam / Junk folder. Also ask them to reach out to their email service provider as to whether they are blocking emails sent from your particular email address.

Check to see if all email address fields are filled in your templates

In your account it is important that all your email communication templates have the required info added.

Go to User Menu > Account Settings >  Communication > Templates. Here, open each of your email templates and check whether these three fields are properly filled:

  • Email From Address: Enter the email address from which you want that email to be sent "from". Any replies you receive will also go to that email address. This is why it is a good idea to double-check the spelling of the email address you list here.
  • Email From Name: The name you enter here will appear as the sender's name. An empty "from" name will reduce delivery of your emails. 
  • Email Subject: Ensure you enter a subject.  Avoid adding too many '!', '?' and other symbols in your subject, along with words in ALL CAPS. Emails with these subject lines are viewed suspiciously by email provides and can get blocked or be marked as high risk of Spam. 

Check your default business email

Go to User Menu > Account Settings >  Communication > Communication Options and make sure the Business email field has been completed. 

Hint đź’ˇ

If you are using a personal email address i.e. one that ends with  @gmail.com, @yahoo.com, @bigpond.com  it is likely that you will experience issues sending emails. This is because personal email addresses are not designed for commercial use, and are frequently blocked by email service providers. Therefore, the most effective way to ensure your emails have a high deliverability rate is to invest in a professional email address that ends with @yourbusinessname.com or any other customized name of your choice.

Check pending emails in the Email Activity report

If an email shows as Pending, use the Email Activity report to review its status before changing your mail server settings. Pending emails are queued and prepared to be sent, while delayed emails are retried automatically.

  1. Go to Reports > Practice > Email Activity.
  2. Choose whether to search by Email Creation Date or Email Sent Date.
  3. Set the date range for the emails you want to review.
  4. Use the Status filter and select Pending.
  5. Click Run Report to review matching emails.

Emails that remain pending or sending for more than 12 hours are shown as Failed in the report. If emails are still not being received after you have checked their status, continue with the delivery troubleshooting steps below.

How will I know if an email fails to deliver?

Zanda does not send you an automatic bounce or non-delivery notification when an individual email fails to reach a client—unlike a standard mailbox, there is no per-email failure alert. Instead, the outcome of every send is recorded against the message, and you check it in the Email Activity report.

  1. Go to Reports > Practice > Email Activity.
  2. Set your date range and use the Status filter to find emails marked Failed.
  3. A Failed status means the email bounced, was rejected, or stayed Pending/Sending for more than 12 hours.

Because failures are not pushed to you, it is worth checking the Email Activity report periodically if a client tells you they have not received an email—especially if only one client's address is affected.

Find out why an email failed

The Failed status tells you the email did not get through; the reason is on the row itself. Hover over the status of the email to see the delivery detail:

  • Hard bounce—"Email delivery permanently failed - the address may be invalid or inactive. Future emails to this address have been blocked." The address is either wrong or no longer accepting mail. Once an address hard bounces, Zanda stops sending to it, so nothing further will reach that client until the block is cleared—see Ask Zanda to check delivery for a specific client below.
  • Soft bounce—"Email delivery temporarily failed", usually a full inbox or the client's mail server being briefly unavailable. Worth trying again later.
  • Rejected—the email could not be sent due to a system issue. Contact us if you see this.
  • Delayed—delivery is running late and will be retried automatically. Delayed emails show as Pending.
  • Reported as Spam—the recipient marked an earlier email from you as spam. (This status is only shown on some accounts.)

You can see the same statuses and hover detail for one client without running a report: open the client's record and go to Communication Activity.

If Zanda detects a pattern of addresses bouncing or reporting your emails as spam, we email the account's primary contact so you can act on it before your sending is affected.

Emails Still Not Being Received?

  • If your emails are being marked as spam, is it possible that you sent some promotional messages in the past, and your clients marked them as spam. This will affect future messages, even if the future messages are transactional.  If this is the case, please recommend your clients to add your email address to the safe senders list in their inbox settings. (The specific instructions will depend on the mailing service a client is suing).  
  • In addition, you can also opt-in to using your own email server. Our article on Using a Custom SMTP Server has more instructions on this.
  • If you are using the Zanda default email server , our support team can check the delivery reports on the email server and advise further—see the section below for what to send us.

Ask Zanda to check delivery for a specific client

If you are using the Zanda default email server and the client has already confirmed the address is correct and checked their Spam / Junk folder, we can look at the delivery records on the mail server for you—and, where an address has been blocked after a hard bounce, clear that block so you can send to it again. This is something only our team can do.

Email support@zandahealth.com and include:

  • Your practice name and the email address your Zanda emails are sent from (see Adding Email Addresses to Safe Senders List if you are not sure which address that is).
  • The client's email address that is not receiving emails.
  • The date and subject of an example email that did not arrive.
  • The status shown for that email in the Email Activity report, including the hover detail if there is one.
  • Confirmation that the client has checked their Spam / Junk folder.
  • Your permission for us to look at the affected client record.

With those details we can check the delivery outcome on the mail server and tell you exactly where the email stopped.

Have further questions?

Please feel free to reach out at support@zandahealth.com regarding any queries/issues. We'll be happy to assist and give you our best advice. 

Related Articles