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.
Checking if a Customer Has Unsubscribed
If a customer reports not receiving your direct emails sent through Punchpass, they may have unsubscribed from your communications.
How to Verify if They've 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, including messages sent from class details pages, reports, or customer accounts.
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
Troubleshooting Automated Email Delivery
Punchpass sends automated emails for pass information, reservations, and appointments. If these aren't being received, they may have been delivered but routed to a spam folder or another location.
Checking Email Delivery Status
Go to the Reports section
Open the 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
If someone 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).
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 informmation. 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
Reviewing Email Delivery Status
For a comprehensive view of all emails sent to a specific customer:
Go to the customer's account
Select the Emails tab
Review the delivery status of all sent emails
This will show if emails were marked as spam or if the customer was unsubscribed for any reason.
Reactivating Customer Emails
If you need to reactivate email communications with a customer:
Confirm they want to receive your emails, including automated confirmations and receipts
Try resending a confirmation or receipt:
To resend reservation confirmations: From their account, go to Upcoming Classes, click the three-dot icon next to the class and select Resend Reservation Confirmation Email.
To send purchase receipts: From Active Passes, click the three-dot icon on their pass or membership and select Email Customer Receipt
Check if the test email was delivered successfully
Note: Previously sent emails cannot be resent.
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].
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
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].