Missing emails are almost always one of five things. In rough order of likelihood:
1. Spam or promotions tab
Ask the client to check spam, then promotions, then the search bar in their inbox for the clinic's domain. About 40% of "missing" emails are sitting in one of these folders.
2. Wrong email address on file
Open the client record. Compare the email there to what the client says is their address. Typos in the local part (jane@vs.jain@) are common. Update the email and resend.
3. Suppression list
Open the email log for the client (Client → Email log). If you see "Suppressed" next to recent sends, the client's address has been flagged — either they hit the unsubscribe link, or their inbox bounced one of our emails as spam, and we automatically stopped sending.
To re-enable, hit "Remove from suppression". Warn the client that future emails should land. If their inbox is what marked us as spam, you may want to ask them to add the clinic's domain to their safe-senders list.
4. The send actually failed
Some emails fail to send because the address is invalid, the inbox is full, or there is a transient issue with the recipient mail server. The email log shows the failure reason. If it was transient, hit "Retry". If it was permanent (bad address, full inbox), update the address or wait.
5. Email is delayed, not lost
Transactional emails go out within seconds. Marketing emails can be batched. If the client reports a missing marketing email and the campaign is still in "Sending" status, the email is on its way — large lists take 30-60 minutes to fully deliver.
What to do for the client
If you cannot resolve quickly and the client needs the information now, hit "Resend" on the email in question. If resend is not available (no recipient address, suppressed), you can copy-paste the content into a regular email from your inbox. Not ideal, but sometimes the right answer.