Troubleshooting Email Delivery Issues

Troubleshooting Email Delivery Issues

If you have a Homeowner who is not receiving eBlasts from the website, there are a few things you may check to discover the cause.

Ensure Member is Subscribed to the Distribution List (DL):

  1. Go to Welcome Drop-Down and select Membership.
  2. In the second row of tabs, select Manage Members
  3. Locate the particular member record you would like to check and click the Edit Pencil.
  4. Click the Edit Pencil for the individual who is not receiving the e-blasts.
  5. Click the Personal/Web Info tab to view the member's subscriptions.
  6. If the member is not subscribed to a DL they should be, click the Check Box to the left of the DL, and then click the Save Changes button.

Ensure Member's Email Address is Marked "Primary":

Navigation: Welcome Drop Down > Membership > Manage Members > Member Record

  • If multiple emails exist within a member profile, the email(s) checked Primary will receive eBlasts,
  • If no emails are checked as Primary, the first email listed will receive the eBlasts.
  • If only one email exists within a member profile, that email will receive the eBlasts whether it is checked as Primary or not.

    If you have changed which email address is marked Primary, click the Save Changes button at the bottom.

Check the Suspended, Bounced, Blocked, Invalid, and Spam Lists

  1. Go to Welcome Drop-Down and select Communication.
  2. Select Email Activity.
**NOTE: This screen will time-out if your community sends out a lot of eBlasts.  You may also access this area by adding the following text to the end of your URL. e.g. <>
      3. Navigate between the Address Tabs to see if the member's email address is on one of these lists.

      4. If a member's email address is on one of these lists, you may select it by clicking the Check Box and click Remove Selected.

**NOTE: Invalid addresses usually contain typos, which need to be corrected on the member's record to prevent the address from being placed back on this list.

If none of these options resolve the issue, gather as much information as possible and submit a ticket to support by sending an email to


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