What do do if a member or parent is not receiving emails

Sometimes you will get reports that members or parents are not recieving emails sent by Coacha.

In this guide we will explore the various reasons that a member or parent does not recieve and email.

1) Incorrect details

It may seem obvious but the very first thing to check is that the member / NOK has the correct details in the correct place. If the member is a child, then the parents information should be in the NOK section, and not in the email address field for the member themselves.

It's equally as important to make sure the email is entered correct and accurately. Just one incorrect character will mean the email will fail. Check and double check this before anything else!

2) Recipients spam filtering set to 'High'

By far the most common reason that a member doesn't receive an email from Coacha relates to their email spam settings. Some mail providers will, by default, apply the highest level of spam filtering to emails using their service. As a result, mass emails, or system emails from any platform, Coacha included, can get caught up in the members spam filters. 

There are two possible outcomes and resolutions in the case of high spam filtering.

- The email arrives but is in the members 'Junk' / 'Spam' folder.

If this happens instruct the member to move the email to their inbox and make sure that emails sent received from Coach are set as a 'trusted source' or 'safe sender'.  This should mean that future emails from Coacha will now go to the members Inbox rather than their Spam folder. 

- Email never arrives 

This can happen when extremely high levels of spam filtering are present. In this case the member will need to go to their email provider and add the Coacha domain as a 'whitelisted' or 'safe sender' domain. The way to achieve this can vary depending what email service the end uses uses. So here are some common email providers and how they handle safe senders:

Gmail - https://support.google.com/mail/answer/6579?hl=en-GB

Hotmail - https://support.microsoft.com/en-gb/office/block-or-allow-junk-email-settings-48c9f6f7-2309-4f95-9a4d-de987e880e46

BT mail - https://www.bt.com/help/email/using-bt-mail-s-anti-spam-features

Yahoo mail - https://help.yahoo.com/kb/SLN28056.html?guccounter=1&guce_referrer=aHR0cHM6Ly93d3cuZ29vZ2xlLmNvbS8&guce_referrer_sig=AQAAALEuSRVrVRa9Cnbenhj4AJXL5jlfCXSqs11bq7haXkZbMrFrdQEoSdQNffwv387r0GKo7d4HbCwvZA3oa_OQDKGLMR0rBRO_GDAnZ7_EdgOEHxADUT1IjUXOVpJWkHHhOlgGB60ldOf2Zw44swi8_oihQ96ht3bC1hDNnKRvjo3V

3) Your email content is triggering spam filters

When sending a broadcast from Coacha (or any mass email service) is it important to bear in mind how the email content will look to mailboxes. There are some general guidelines you can use to maximise your broadcasts deliverability. 

Here is a really handy guide : https://medium.com/@himanisheth1995/8-tips-for-crafting-a-spam-free-e-mail-subject-line-e3bf5940e0

4) - System error. 

In very rare cases there may be a problem with Coacha. If this is the case, we have monitoring systems in place behind the scenes to recognise and fix any problems as they occur. However, if you do think there is a system error, there are a couple of things you can check. 

- Are messages failing for everyone or only some? If there is a problem with Coacha , no emails will be sent. If most are getting through but some aren't, it will almost certainly mean it's one of the above issues, rather than an issue with Coacha itself. 

- Are you getting error messages and what do they say? If you are getting an error message it will usually tell you what the problem is. If the message is asking you to adjust something on the broadcast itself or to update one of the members included in the broadcast then please make that adjustment and try again. 

If you are given a technical or generic error code when trying to send an email, please contact support ASAP. 

Thanks

The Coacha Team.