My customer says they're not receiving email, why?

This page describes why users may not be receiving email and how to resolve the issue.

First, ensure that the user's primary email matches their expectations. Email is always only sent to their primary email. Secondary email addresses are only allowed as logins. Email can be configured in email preferences.

Second, ensure that the user has configured their email notifications to their expectations. Users may have toggled off receiving a real-time notification when points are earned. These preference can be configured in email preferences.

Third, ensure that the Perk that should send email is not marked as "Prevent Email" in the Perk settings.

Finally, if all the above checks out, it's possible that the user has marked one of our emails as spam in the past. We do not send email to an address that has marked us as spam. The only resolution is to use a new email.

Marking email from Perkville as spam

Emails are never sent to an email address that marks as spam an email from Pekville. To be clear, marking an email from Perkville as spam permanently prevents us from sending that email address an email again, ever.

This is done in order to protect Perkville.com's sender reputation, which is required to protect the platform and all businesses that use our software.

The only resolution in this case is to switch to a different email. There's currently no way to check if an email address is prevented from receiving email because of this reason; a good way to know is if a user checks the above email preferences and still isn't receiving email.