Sometimes your members may not be receiving emails from the member web portal and mobile app. We've gathered some tips to help you troubleshoot delivery issues with invitations to join locations and invoices.
Invitations to Join
If a member cannot find the email invitation, go to Spacebring > Customers > select the user > inspect the "Invitation" section.
If the email wasn't delivered successfully, you will see a "The invitation to...couldn't be delivered..." error message. If you do not see an error message, it means that the email was successfully delivered, and the issue is on the user's side of the email inbox.
If you see an error, follow these steps:
Make sure the invitee's email address is correct. If you made a typo, remove the user using the
Removebutton and reinvite with the correct email.If the email address is correct, the user's email service provider rejects Spacebring emails. Sometimes, corporate email inboxes have specific policies to restrict emails from new senders. Ask your member to contact their IT team if their email system is flagging Spacebring emails. They may want to check that emails from [email protected] are allowed.
You can also additionally configure the custom MAIL FROM address for your account. After this, the emails will be sent from your custom email address. In some cases, this may help resolve delivery issues.
Once your member resolves the issue, use the Resend Invite button to send the invitation again.
If you do not see an error, try these tips:
Ask the user to check spam folders and other email filters, just in case emails are being sent there due to the email service provider filters.
Ask the user to allow emails Spacebring ([email protected]) as described in point 2 above.
Invite the user using their alternative secondary email address, such as @gmail.com or @hotmail.com.
Invoices
If a member cannot find the invoice sent to the email, try the following:
Ask the user to check if they are looking for an invoice in the correct inbox. Users can always check under what email they have a registered account in the app on the Account page.
Double-check if the invoice was sent. Send an invoice
For company invoices, ensure that the company manager is selected and has a valid email address. Select company managers
Login codes
If a user is not receiving the OTP code to log in, ask them to do the following:
Check the "Promotions" or "Spam" folders and any other email filters as the emails may be getting redirected there by mistake.
Get in touch with their email service provider for guidance on how to allow emails from [email protected].
If the user has already logged in on another device, ask them to check the login code sent as a push notification to that device as well.