Email not delivering

When an email doesn't arrive, it's rarely a mystery — every message you send leaves a record, and that record tells you exactly where it stopped. Start by noticing whether it's one member who missed it or everyone; that alone points you at the fix.

Start in the Activity log

Open Engagement → Activity. Every message leaves a row here, so this is where you find out what actually happened rather than guessing. The Activity tab lists each send and its status; the Bounces and Suppressions tabs gather the addresses email can no longer reach.

Queued or Sending

The message is on its way. Give it a moment and the status moves on by itself.

Sent, then Delivered

Sent means it was handed to the mail provider; Delivered means the provider confirmed it reached the mailbox. Delivered is the one you're hoping to see.

Pending

The message went out and NestPoint is waiting on the provider to confirm delivery. This isn't a failure — the confirmation comes back on its own, usually within a few minutes.

If one member isn't getting email

When it's a single person, the trouble is almost always their address or their preferences — not your setup.

No row at all for them

There's usually no email on file. When a campaign goes out, anyone without an address is dropped before the send is recorded, so they leave no trace in Activity and aren't counted on the campaign either. Add an email to their profile and send again.

Skipped: no usable email address

Either there's no address on the record, or there is one but it isn't usable, usually a typo or a missing @. Both land under this one label, so check the profile before assuming it's a typo.

Skipped: opted out or suppressed

This address isn't allowed to receive this kind of message. Either the person opted out, or a past message bounced or was reported as spam and NestPoint stopped sending outreach there. The label is the same either way, so check the Suppressions tab to tell which it was. Account email such as receipts and booking confirmations is not affected and is still sent.

In the Bounces or Suppressions tab

A past message bounced hard or was reported as spam, so NestPoint stopped sending outreach to that address. This blocks outreach in every category at once, not just the kind of message that bounced. If the address has since been fixed, anyone who can manage communication settings can remove it from Suppressions so future sends resume.

If no one is getting email

When every send is affected, look at an organization setting rather than any one address. Two things are worth checking, both under Organization settings → Communication.

Outreach is paused

The outreach toggle stops campaigns and automations across your organization, and their rows read "Skipped: sending turned off." Turn it back on to resume them. Account email like booking confirmations keeps sending either way.

Sender identity isn't finished

The setup health card reads "Some setup steps still need attention" until the Sender display name and Reply-to email are filled in. Complete both and the card turns to "All set, communication is ready to send."

If it says Delivered but they still don't see it

Delivered means their mail provider accepted the message. It does not mean they opened it, and NestPoint has no way to tell you whether they did. From that point it's out of NestPoint's hands, and the usual culprit is a spam or junk folder, an inbox filter, or a full mailbox. Ask them to check spam and to add your reply-to address as a contact so it lands cleanly next time.