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 was cancelled
Section titled “The broadcast was cancelled”You can cancel a broadcast only while it is still queued — before its emails start going out — so a cancelled broadcast sent nothing.
- A cancelled broadcast can’t be resent — Resend stragglers and the per-member Resend are unavailable on its dashboard. To reach your members, set up a new broadcast: open your import’s summary and select Set up the broadcast (the Send claim-account email page), review the email and select Send now. Members who have already claimed their accounts aren’t sent another link.
If you cancelled the broadcast intentionally, you can ignore it and send a new one whenever you’re ready.
The broadcast shows “Partially sent” or “Failed”
Section titled “The broadcast shows “Partially sent” or “Failed””The dashboard shows the broadcast’s status under its title. Partially sent (partial) means some recipients’ emails couldn’t be sent — the mail provider refused them, or the member can no longer be emailed (no address, archived or erased); the rest were sent. Failed (failed) means none were sent. Both are final — the broadcast won’t retry on its own.
- Check the Sent and Failed to send tiles. Members who received the email can still claim their accounts normally; a recipient whose email failed shows Failed in the recipients table’s Delivery column.
- For members who did not receive the email, resend their claim links one at a time from the recipients table on the dashboard: select Resend on the member’s row. Each member who hasn’t claimed and can still be emailed gets a new claim link, and the row shows Resent. A member who has already claimed their account has no Resend button. To re-send to everyone who hasn’t claimed yet, select Resend stragglers — it’s available once the broadcast has finished sending. Members who have since been archived or erased, or who have already claimed, are skipped.
- If a large number of recipients failed, check their email addresses in your member list (Members in the admin sidebar). A missing or misspelled address, or one the member’s mail provider refuses, can’t be sent to — correct the addresses, then select Resend stragglers. Archived or erased members can’t be emailed and are skipped.
Members say they didn’t receive the welcome email
Section titled “Members say they didn’t receive the welcome email”Check the dashboard tiles. If Sent is lower than Recipients, some emails haven’t gone out yet or couldn’t be sent; Failed to send shows how many couldn’t be sent, and those members show Failed in the Delivery column. Delivery, open and bounce tracking isn’t available yet, so a sent email can still have been rejected by the member’s mail provider.
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 their claim link from the transition dashboard (select Resend on their row in the recipients table) — the new email goes to the corrected address.
Wait 15 minutes. Email delivery can be delayed during high-volume sending periods.
If some members still haven’t claimed their accounts, select Resend stragglers on the transition dashboard to send fresh claim links to everyone who hasn’t claimed yet. It’s always shown, and it’s available once the broadcast has finished sending.
If that didn’t work
Section titled “If that didn’t work”If a member’s row shows the email as sent but it still hasn’t arrived after 24 hours, MapleGather handed it to the mail provider, and the member’s own mail provider most likely filtered or rejected it. MapleGather doesn’t track delivery yet, so the dashboard can’t show which. Ask the member to check their spam or junk folder again and to allow your organization’s sending address, confirm the address on their member record is the one they read, then select Resend on their row.