Parents not Receiving Emails

Parents not Receiving Emails

Symptom

You may occasionally get notified by parents in your centre that they haven't been receiving daily report emails, or registration, invoice or receipt emails. 

Troubleshooting

Confirm Email Address
On the parent's profile page (mother or father) confirm that you've got the email address and spelling correct.  It might even be a good idea to send a test email to the address you have on file, and confirm verbally that they've received it.

If you're troubleshooting a problem with daily report emails, then you'll need to look elsewhere because it is not the email addresses on the parents profiles that are used.  You'll need to click the Reports button on the child's tab in the desktop app, and confirm the email address there.  Note:  The daily reports email address field can hold multiple email addresses separated by semi-colons, but if you have any spaces or invalid email addresses listed, such as "NA" or "none", then you will have errors.  Make sure that only valid email addresses are listed here, and if you have multiple addresses, that they are separated by a semi-colon.

Check Email History
Go to Reports > Tools > Email History.  This report shows you all the emails that were attempted to be sent by Timesavr, including the intended recipient, the type of report, the date and time, and whether or not they were successfully sent. 

Note:  this report does not tell you whether the email was received, only if it was sent. 

Filter the report on  the report type they were expecting to receive, and set the date range to cover the day they were expecting to receive it. 
  1. If their email address is not listed, then Timesavr did not even attempt to send an email, which means the problem lies elsewhere. 
  2. If the email address is listed, but there was an error, you will see an error message indicating the reason the email could not be sent.  
  3. If the email address is listed, and the report indicates that the email was successfully sent, then the problem is not with sending, but with receiving.  At this point you can confirm with the parents the date and time that it was sent, which may help them locate the email in their inbox or their junk folder.  If you've confirmed that the email was not received, then their email address is likely on the spam list.  See below for more information.
Spam List

The Timesavr email server maintains a spam list, which is a list of email addresses which have indicated that they do not wish to receive emails from Timesavr, by marking them as spam.  Sometimes people don't realize that the email they've received from Timesavr, was sent by Timesavr on behalf of your centre, so they think it is spam and mark it as spam in their email app.  This effectively tells the email server that they no longer wish to receive these emails, and they're added to the Timesavr spam list.  From this point forward, the Timesavr email server will no longer attempt to deliver messages to this email address.

Note:  This process of blocking delivery happens after Timesavr sends the email, so the Timesavr email history report may indicate that the email was successfully sent, even though the server then proceeded to block delivery.

Fix

Email support@timesavr.net with the explanation that you've gone through all the troubleshooting steps listed in the help documentation, and you've determined that the email address in question is most likely on the spam list, and you would like the email removed from the spam list.  We will then confirm, and remove the email address from the spam list, and from that point forward they should once again start receiving your emails.

Note:  It's also important that you inform the parent that this happened because they marked the email as spam, and that they should be careful not to do it again.  Also mention that all your emails are sent by Timesavr on your behalf, so they will see the sending domain of timesavr.net, and that this is normal.

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