Non-receipt of communications
Why is a member, participant, or donor not receiving their communications? Why is the administrator not receiving their verification code (2FA)?
If a member, participant, or donor is not receiving certain emails (automated communications, notifications), or if the administrator is not receiving their two-factor authentication (2FA) code, here are the checks to perform.
Communications not received (members, participants, donors)
- Check your inbox and spam/junk folder. Automated communications are sometimes filtered there by mistake.
- Check that the communication in question is enabled. Go to the settings of the relevant feature: if the communication is disabled, it will never be sent.
- Is your member or participant not receiving communications? Make sure you used the native Email field in your form. A custom field named "email" is not recognized by the system and prevents communications from being sent.
- Check that the email address entered does not contain an error (typo, space, incorrect domain, etc.).
Verification code (2FA) not received (administrator only)
2FA only applies to the administrator's login to their account, not to members, participants, or donors.
- Make sure the chosen receiving method is correct (email, SMS, or other, depending on the options available).
- Check your spam/junk folder. Emails containing a verification code are sometimes filtered there.