When an attendee or presenter misses an expected email, check publication, recipient eligibility and delivery records before changing the event dates.
Check the template and delivery logs
Open Email & SMS > Emails. Check the template's Live or Not live status and its Sends explanation.
If the template is hidden, check its setup prerequisites. Missing templates are not necessarily deleted.
Open Email & SMS > Delivery Logs > Email and search by email address or subject. Logs show recent activity from the last 14 days. Review failures, bounces and complaints.
Check completed registration, session bookings and the relevant communication preferences. A recipient delivery block or missing consent can prevent sending even when a template is Live.
Check for an account pause
A complaint warning alone does not pause sending. The automatic complaint pause requires an event complaint rate of at least 0.25% and at least three distinct recipient addresses with complaints during the preceding 24 hours. Repeated reports from the same address count once. A pause affects events owned by that account, so changing one template will not resolve it. Review consent, especially for imported attendees. Reply to the warning or pause email, or contact [email protected], for help reviewing the pause. Do not assume it clears automatically. Account status and provider delivery safeguards can also prevent sending.
Check the specific email conditions
New session added: the session must be active, future and flagged to notify existing attendees. The template and recipient consent must allow delivery. This is not restricted to dates after the event has begun.
Session cancelled: cancellation notifications concern pending cancelled future sessions and their booked attendees. A published event can send these before its first session.
Day-before reminder: it depends on a fixed start trigger and is not sent for evergreen events. For an ongoing series, check whether the per-session day-before option is enabled in email settings.
Daily digest: it needs relevant content. For regular scheduled events, that can be today's booked sessions or yesterday's voted highlights. On-demand and single-workshop events require the attendee's booked sessions that day. No bookings alone is not a universal reason to suppress a regular digest.
One-hour and 20-minute reminders: check the actual future session date, active/non-cancelled status, session reminder setting, completed registration and reminder consent. They are not universally restricted by the event start/end dates.
Presenter invitation: check the presenter has an email address and that the invitation template is published before using Send login details. Trial, archived-event or account restrictions can also prevent it.
Email jobs process eligible records in batches, so a displayed trigger time is not a guarantee of delivery at that exact second. If the checks do not explain the missing message, give support the event, recipient, expected template and approximate time.