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.
A lifecycle automation that should have triggered is turned off.
The member isn’t included in the segment you’re using.

How to fix it

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.

2. Check the per-recipient log on the broadcast

If the issue is with a specific broadcast:

Go to Email > All blasts 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.

3. Check for a bounced email address

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

4. Check the member’s segment membership

If the member isn’t appearing in broadcast audiences:

Go to Email > Segments 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.

5. Check lifecycle automation settings

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

Go to Email > Automation.
Check that the relevant automation row is turned on.
Check that the org-wide kill switch isn’t off. If there’s a banner saying “All email is paused,” select Restore email.
For renewal reminders specifically: check the member’s email preferences — they may have turned off Renewal reminders independently.

If that didn’t work

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 you’ve checked all of the above and the member still isn’t receiving emails, contact MapleGather support.