Why a member is not receiving your email

When a member says "I never got the newsletter", look in this order. Clubroll records the reason it left someone out, so you rarely have to guess.

Where to look

• On the composer, the card Who will receive it counts the members who will get the issue and, under Left out, and why, names each one who will not with the reason.
• On the member's page, the Newsletter tile says opted in, opted out or unsubscribed, and the line under it says where that choice came from.
• On the roll, a badge beside their email says if the address is switched off.
• On an issue already sent, the send log shows every recipient and the result.

The reasons, one by one

• Unsubscribed. They pressed the unsubscribe link. They are left out of every kind of club email. It is their own choice and stays on the record, so only change it if they ask you to. See unsubscribes and opt-outs.
• Opted out. They are not on the newsletter list: the file said no, an officer switched it off, or they never agreed. An essential notice can still reach them; a newsletter cannot.
• No consent on record. They came in with an import that had no consent column, and nobody has confirmed. See why an imported member is not on the newsletter.
• No email address. There is nothing to send to. See members without an email address.
• Email bounced or reported as spam. The address is switched off so it is not tried again, to protect your club's sending reputation. The badge says which: "Email bounced" (correct the address on their record), "Email failing" (a full or unavailable mailbox: try again later) or "Reported as spam" (they asked not to be mailed; do not switch it back on).
• Duplicate address. Two members share one email address, and it receives one copy.
• Lapsed. Their status is lapsed. Set it back to active if they have renewed.
• The segment. "Opted in" or "Overdue" narrows the group. Try "All members".

Reasons that affect everyone

• The service is still in its restricted mode, or your club is in setup. See why you cannot publish or email yet.
• Your club's sending is paused, or a daily limit was reached. See email health.

And if all that is fine

Ask them to look in the spam or promotions folder, and to add your club's address to their contacts. Clubroll can confirm the message was handed to the mail service, not that it reached the inbox.