1. Customer isn't receiving custom emails from you
If your customer is not receiving your custom emails, they may have unsubscribed. If you go to Customers > click on the customer name > click on their Info tab, you will see if they are marked as Unsubscribed.
First, please confirm with the customer that they wish to receive custom emails from you!
If they confirm, you can click Resubscribe to resume sending.
2. Customer isn't receiving automated emails from Punchpass
If your customer isn't receiving class reservation confirmations, reminders, or pass receipts, please reach out to us at [email protected] or in the chat with the customer's email address so we can reactivate sending to them on our email server.
3. Customer is marked Bounced
If your customer is marked as "Bounced," first confirm that this is their correct email address with no typos.
If their email address is correct, we recommend re-starting sending by changing their email to a dummy email (i.e. [email protected]) and then changing it back to their correct email address. This resets sending to their email address.
Additionally, we recommend directing the customer to add Punchpass as a saved contact in order to potentially resolve the bounce.
If emails continue to bounce, please reach out to us at [email protected] or in the chat with the customer's email address so we can investigate the issue on our email server.