A member says your email never arrived. Work through these checks in order — it is the same order the platform checks before anything is sent, so the first one that fails is usually your answer.
The checks, in order
- 01Does the Emails tab show an amber note?
It means automatic sending is paused for your account, so nothing has gone to any member — contact us and we will look into it.
- 02Is that email switched on?
Every club email starts switched off — check the switch on its row. While an email is off nothing is sent and nothing is queued, so a member who joined while the welcome was off will not get it when you switch it on.
- 03Does the member have an email address?
Nothing can be sent to a member without one.
- 04Did they say yes to your offers?
Every email except the welcome goes only to members who answered yes to "Want offers from…" with your name, when they joined. A member who said no — or never answered — gets your welcome email and no others.
- 05Have they unsubscribed from your club?
The link in the footer of every email stops your club's emails to that member. Reporting one of your emails as spam does the same.
- 06Has their address bounced?
If an email to them came back as undeliverable — a mistyped or closed address — every club on Loyalty Club stops writing to it.
- 07Have they already had it?
The same moment never emails anyone twice: one welcome per member, one thank-you per milestone number, one reminder per date per year.
- 08Is it simply not time yet?
See the timings below.
- 09Is it in their spam or promotions folder?
Ask them to look, and to add the sender to their contacts. It arrives from "Your business via Loyalty Club".
When each email goes
| When | |
|---|---|
| Welcome | About five minutes after they join |
| Reward ready | When their card fills — but not when referral bonus stamps filled it |
| Milestone | When they reach one of the visit counts you chose |
| Dates they told you about | Each morning at seven, once a date is inside your How early to send window |
| Review request | On the timing set in Review Growth → Review Setup |
If it was a message campaign by email
- The audience is smaller. Only members on your lists who said yes, have an email address and have not unsubscribed get the email; everyone else gets the in-app message only.
- Your first one waits for us. A club's first email campaign is read by our team before the email goes; the campaign shows Held for review meanwhile.
- There is a daily limit. A send that would pass it does not go — the portal shows you the numbers.
- Edited after scheduling? Editing a scheduled campaign drops its email half. See Sending a message campaign by email.
When to open a ticket
If every check passes and the email still has not arrived, open a ticket with the member's email address, which email they were expecting, and roughly when. We will look into what happened to it.
In one sentence
Check, in order: no amber note on the Emails tab, the email switched on, an email address, their yes to your offers, no unsubscribe or bounce, not already sent — then the timing, then their spam folder.