Member not receiving emails

A member says they’re not getting emails from your organization, or they’re not showing up in a broadcast’s recipient list.

What’s happening

One of the following is usually the cause:

The member has opted out of the relevant email category.
The member’s email address is bouncing.
An automatic email (such as a renewal reminder) isn’t set up to reach them — for example, their level’s reminder settings — or isn’t sent at all yet (no failed-payment email is sent).
The member isn’t included in the segment you’re using.

Go to Members and open the member’s record.
Select the Email preferences tab.
Look at the current opt-in state for each category. If the relevant category shows as opted out, that’s why they’re not receiving those emails.
To fix it: update their preferences (with their permission) by toggling the relevant categories on. Select Save and choose a reason when prompted.

If the issue is with a specific broadcast:

Go to All blasts (at /admin/email/broadcasts) and open the broadcast.
On the send-detail page, search for the member’s name or email in the Recipients table.
If they show with a Suppressed status, they were excluded because they were opted out at the time of send. Updating their preferences now applies to future sends only.
If they’re not in the table at all, they weren’t in the segment used for that broadcast.

In the Recipients table, check if the member appears with a Bounced status. If so, see Email delivery shows Bounced.

If the member isn’t appearing in broadcast audiences:

Go to Saved segments (at /admin/email/lists) and open the segment used for the broadcast.
Check whether the criteria would include this member — for example, if the segment filters by membership level or status, verify the member matches.
If the member doesn’t match the segment criteria, either update the member’s record or adjust the segment.

If the member isn’t receiving an automatic email (such as a welcome or renewal reminder):

Go to Lifecycle automations (at /admin/email/automation). Automatic emails aren’t switched on or off there — the page says what sends each one (see How lifecycle email automations work).
For renewal reminders, check the member’s level: reminders follow the level’s reminder settings (your organization’s default cadence until the level’s own reminders are saved). See Configure auto-renewal, reminders, and catch-up.
If the member expected an email about a failed payment: no failed-payment (dunning) email is sent yet. They’ll see a notice in their billing portal instead.
For renewal reminders specifically: the member may have unsubscribed from renewal reminders (through the API or a catch-up email’s link). That unsubscribe is honoured only while the level respects member preferences, so check the level’s renewal reminder settings. There is no member control to turn renewal reminders off in the portal (Story 2.5.4).

Confirm the member’s email address on their record is spelled correctly.
Check whether the member is in an archived or inactive state that would exclude them from segments.
If the member’s row in the broadcast’s Recipients table shows Delivered, the message reached their mail server — what happens next is up to the member’s email provider. Ask the member to check their spam or junk folder and any filters or rules, and to add your From address to their contacts. Nothing in MapleGather can change filtering that happens after delivery.