Your migration broadcast was cancelled or not delivered
This page covers what to do when your post-migration broadcast was cancelled, only partially sent, or when members report they never received the claim email.
How to fix it
Section titled “How to fix it”The broadcast shows “Cancelled”
Section titled “The broadcast shows “Cancelled””If the broadcast state is cancelled, some or all of your members did not receive the welcome email.
- Go to Migration > Transition dashboard and check the Recipients and Sent tiles. These show how many members received an email before the cancellation.
- Within 48 hours of cancelling, you can re-send with the original configuration from the Unified Undo panel (go to Admin and find the broadcast in recent actions). Select Re-send with original config — the configurator reopens pre-filled with the original settings. Review them and select Send again.
If the 48-hour Unified Undo window has passed, set up a new broadcast from Migration > Send broadcast.
If you cancelled the broadcast intentionally, you can ignore the “Cancelled” status and resend whenever you’re ready.
The broadcast shows “Partial”
Section titled “The broadcast shows “Partial””A partial status means the dispatch was interrupted before all recipients received their email. This is a terminal state — it won’t resume on its own.
- Check the transition dashboard for the split between Sent and Recipients. Members who received the email can still claim their accounts normally.
- For members who did not receive the email, resend their individual claim links directly from the member table in the dashboard (use Reissue claim link on each member’s row). If the 14-day straggler window has passed, the Resend stragglers button in the dashboard header lets you re-send to all members who haven’t claimed.
- If a large number of recipients were missed and the issue appears to be a delivery problem rather than individual bounces, contact support.
Members say they didn’t receive the welcome email
Section titled “Members say they didn’t receive the welcome email”Check the sent count in the dashboard. If the Sent tile is lower than Recipients, some addresses may have bounced or been filtered.
Ask affected members to check their spam folder. The claim email comes from your organization’s sending domain. Email clients that don’t recognize the domain may route it to spam, especially for new organizations that haven’t established a sending reputation.
Verify the members’ email addresses in your import. If an address was misspelled in your source file, the email went to the wrong address. Find the member in your member list (Members in the admin sidebar), correct their email, and then resend them a claim link directly from their member profile.
Wait 15 minutes. Email delivery can be delayed during high-volume sending periods. If an address is bouncing, it may still show as “sent” in the dashboard for a short period before the bounce is registered.
After 14 days, if some members haven’t claimed their accounts, the Resend stragglers button appears in the transition dashboard header to let you send fresh claim links to those members only.
If that didn’t work
Section titled “If that didn’t work”Contact support with the broadcast ID from the transition dashboard. If your members’ email addresses were valid and the emails still haven’t arrived after 24 hours, support can investigate the delivery log and check whether your organization’s sending domain needs additional configuration.