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. A message with nowhere to go is skipped quietly, so it never shows up in the log. Add an email to their profile and send again.

Skipped — invalid email

There's an address, but it isn't a usable one — often a typo or a missing @. Correct it on their profile and resend.

Skipped — unsubscribed

They opted out of this kind of message, so NestPoint held it back. You can't push a campaign to someone who unsubscribed. Receipts and confirmations still reach them — those always go through.

In the Bounces or Suppressions tab

A past message bounced hard or was marked as spam, so NestPoint stopped sending to that address to protect your sending reputation. If the address has since been fixed, a workspace admin can remove it from Suppressions so future sends resume.

If no one is getting email

When every send is affected, look at a workspace setting rather than any one address. Two things are worth checking, both under Workspace management → Communication.

Outreach is paused

The outreach toggle stops campaigns and automations across the workspace, and their rows read "Skipped — email disabled." Turn it back on to resume them. Transactional messages like booking confirmations keep 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 the provider handed the message to their mailbox — from there it's out of NestPoint's hands. 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.