Troubleshooting
An email didn't arrive
Find why a customer didn't get an email — it was never sent, the mailbox needs connecting again, the template is off, they unsubscribed, a wrong address, a bounce or the spam folder.
- 2 min read
- Checked against MoveBoard
- For sales, dispatchers, owners & admins
On this page
1. Was it sent?
Every email to a customer is kept in the order's conversation with its full words. Not there? It wasn't sent:
- An automatic email that was skipped says why in the order's Workflows run log — see The run log — why something did or didn't send.
- Not sent: this customer has no email address on the order. — add one on the Customer card.
- Not sent: email is not set up for this branch. — your company mailbox isn't set up. An admin sets it in Settings › Communication › Email setup and presses Test Connection (Test Success means it works).
- Not sent: the configured message is no longer active. — its template is switched off in Settings › Communication › Templates.
2. Your mailbox needs connecting again
Emails from your own Gmail or Microsoft mailbox stop when the connection expires or the password changes.
- In Connections (the menu under your name), a Reconnect Google or Reconnect Microsoft button means yours needs reconnecting. Press it and sign in.
- The company mailbox page says This mailbox needs to be connected again to read mail. — an admin connects it again.
3. Is the address right?
Check the email on the Customer card — a typo is the most common reason.
4. Emails switched off for the customer
- Customer has been unsubscribed — they used the unsubscribe link (a red envelope on the Customer card). Press it to Send Resubscribe Link.
- Email status off on the Customer card — MoveBoard doesn't email them.
5. It bounced
Mail-delivery failures ("undeliverable", "mailer-daemon") are kept out of the order's conversation. If your mailbox is connected, you'll find them in Mail. A bounce usually means a wrong or full mailbox.
6. Spam folder
Ask the customer to look in spam or junk and mark you "not spam". Emails sent from your company's own connected mailbox reach inboxes more reliably.
7. Did they open it?
Beside an email you sent: a green eye — Read on (date and time); a grey crossed-out eye — Not read yet. Some mail programs block the tiny picture that detects opening, so treat Not read yet as "maybe".
See Did my email arrive? for the full walk-through. In a hurry? Send the same words as a text from the Message tab.
Related guides
- Email, texts & callsDid my email arrive?Check whether an email went out and whether the customer opened it — the copy kept on the order, the open indicator, and what to do when it didn't arrive.
- Email, texts & callsConnect your email and phoneConnect your own Gmail or Microsoft mailbox, Google Calendar and RingCentral from Connections; set up the company mailbox; and, for admins, see who still needs to connect.
- SettingsEmail setupConnect the mailbox your company's emails go out from — Google, Microsoft or your own mail server — and let MoveBoard read customers' replies.
- SettingsEmail and text templatesThe page where every email and text is built — the words, the design, the variables — while Workflows decide when each goes.
- Workflows & automationThe run log — why something did or didn't sendEvery run of a workflow — sent, done, waiting, skipped, stopped or failed — with the reason in plain words, on the Workflows page.
Still stuck? A person will help.
Open a ticket from Support inside MoveBoard, or email us — we usually reply within one business day.