At Punchpass, we take every measure to ensure emails from your account reach your customers successfully. However, with multiple email providers and systems involved, messages can occasionally go astray. This guide will help you identify and resolve common email delivery issues.
Emails Customers Can Receive Through Punchpass
Type of Email | Sent From | Example Messages | Can Customers Unsubscribe? |
Marketing | Emails you initiate and send through Punchpass | Whenever you email someone directly through Punchpass, use a Report to contact a group of students, or have an Automation (Manage > Settings > Automation) email customers, these are considered marketing emails. | ✅ Yes |
Transactional | Reservation confirmations and purchase receipts | Booking a class, class reservation reminders, pass purchases, membership renewal receipts. | 🚫 No |
Email Status Messages and What They Mean
Status Message | What it Means | How to Fix It |
Unsubscribed | Customer is unsubscribed to your marketing emails. Marketing emails are not being sent to them. | Resubscribe the customer or have them resubscribe themselves. |
Bounced email | Email couldn't be delivered. | Check there isn't a typo in the email address. |
Marked Spam | Customer or their email service provider marked emails from you as spam, likely applies to marketing emails. | Resubscribe the customer and then try resending an email. |
If you're confused by what you see or have a customer with a special request or need, please reach out to Punchpass Support with the customer's name and email address so we can assist.
Troubleshooting Unsubscribes
If a customer reports not receiving emails sent through Punchpass, they may have unsubscribed from your communications.
The place to start is the customer account.
How to Verify If a Customer is Unsubscribed
Navigate to the customer's account
Click on the Info tab
Check if they are marked as Unsubscribed
When a customer is unsubscribed, they won't receive any emails you send through Punchpass.
Resubscribe with Permission
Always get permission first - Confirm with your customer that they want to receive your emails
Once confirmed, click the Resubscribe button on their account page
How Customers Can Resubscribe Themselves to Marketing Emails
Accidentally unsubscribe? Want to receive messages again?
How customers can resubscribe themselves:
Log into Punchpass
Click on their Account > My Profile from their phone or Name > My Profile from a larger screen, such as their laptop
Click on the button to Resubscribe
Troubleshooting Email Delivery Statuses
Reviewing Emails Sent to Individual Customers
To review emails sent to a customer:
From their customer account, click on the Emails tab. We show a checkmark next to all successfully delivered emails.
If the customer reports they haven't received one of these emails, most often we find that they have been delivered to your customer successfully, but have been routed to somewhere other than their inbox (most commonly their spam folder).
Reviewing Emails Sent to Multiple Customers
Go to the Reports section > Emails Sent report
Look for a checkmark next to the recipient's name, indicating successful delivery
Click on any customer name to go directly to their account for more details
How to Fix Undelivered Emails
After confirming that the student would like to receive emails, please reach out to Punchpass Support with the details and we're happy to assist in resolving the situation.
Handling Bounced Emails
If a customer is marked as Bounced, Punchpass is unable to deliver messages to their email address.
How to Fix Bounced Emails
Verify the email address is correct with no typos. If you need to edit the email address for the customer, visit the customer account > Info and edit their information. Remember to press Save.
Reset the email by:
Changing their email to a temporary address (e.g., [email protected])
Then changing it back to their correct email address
Suggest the customer add Punchpass ([email protected]) as a saved contact in their email client
Resending Reservation Confirmation Messages and Downloading Purchase Receipts
Preventing Emails from Going to Spam
While Punchpass digitally "signs" all emails to maximize deliverability, ultimate routing decisions are made by your customer's email provider. Here's how students can improve delivery:
Search for "[email protected]" across all email folders
Add [email protected] to their contacts or safe senders list
Mark any found emails as "not spam" to improve future delivery and train their
email service provider to recognize emails
If a customer marked emails as spam or messages consistently fail to deliver, contact our support team with the customer's name and email address at [email protected].
Frequently Asked Questions About Unsubscribes
I use Mailchimp, Mailerlite, or another service to send marking emails to my students. What happens if they unsubscribe?
When students unsubscribe to messages you send through those services, they will only be unsubscribed to that email service.
I use the Punchpass integration with Mailchimp or Mailerlite. What happens if customers unsubscribe to one of my messages sent through those services?
The customer list integration from Punchpass is one directional, so any unsubscribes only impact emails sent through your service.
How do my students unsubscribe to the reservation confirmations, purchase receipts, and other transactional emails sent to them if there isn't a link?
If students would like to unsubscribe emails for pass purchases or reservations, we're happy to honor that request for them if you email us directly at [email protected]. These emails are considered transactional, so that's why students can't self-manage this request at this time.
Getting Additional Help
If you've tried all troubleshooting steps and still experience delivery issues, we can manually reactivate their email using the chat or by email at [email protected].