Communication: Some accounts not receiving emails - Mails Probably NOT Opened

Why hasn’t an account received an email we sent from our site? What does “Mails Probably NOT Opened” mean?

Short version of how to fix it:

  1. Login to their email host's interface, such as, rather than checking an email program like Outlook. Then do the following:
  2. Add to their contacts.
  3. Add to their contacts. The alias is found in My Account > My Tutorials.
  4. Check their spam/junk folder for any team emails and mark them as "not spam" if they find any there.
  5. In Gmail, check all their category tabs for the email: Primary, Promotions, Social, Updates, and Forums.

First, a person may have received the email but simply hasn’t opened it yet. We send emails with a tracking feature. When someone opens an email sent from this site, the tracking feature will report back to our site that they opened the email and they appear in the “Unique Mails Opened” list. But this feature doesn’t work in some email clients, especially on mobile devices, or the user disabled the feature. So we can’t know they opened the email in those cases even though they did.

It could also mean they haven’t opened it because the email went to their junk or spam folder, or they didn’t receive the email at all. If a user says they didn’t receive an email, first have them check their junk/spam folder (and their various category tabs in Gmail). IMPORTANT: They need to check via the email host's web interface, not just Outlook. For example, if someone has a account, they need to login to their account in a browser and check their junk/spam folder. If they find it, they should mark it as "not spam."

One thing that helps is for the user to add both AND (where alias is their team alias found in My Account > My Tutorials) to their contacts in their email host's web interface. This will often tell the email host to allow email from those addresses.

If the email you sent isn’t there and their email addresses are correct in SwimOffice, then in 99% of the cases we successfully delivered the email to their email host, but the host failed to deliver it to the recipient. The user will need to check with their email host as to what they did with it and make sure is on their white list. Perhaps they have aggressive spam filtering software that intercepts and won’t deliver certain emails to the intended recipient because the wording or something else in your email looks like spam to them.

If their email host claims they never received this specific email around the date and time you sent it, contact TU Support by clicking the red question mark in the lower right corner, enter all necessary information, and we’ll investigate it further. Include the email subject line, date and time sent, and recipient who didn’t receive it.

See Also
Does TeamUnify send to unverified emails?
User did not receive SMS verification text

Communication - Email, Text

  1. Communication: Create and send an email
  2. Communication: Send SMS text from the SwimOffice website
  3. Communication: Send mobile push notifications from web
  4. Communication: Add attachment to email
  5. Communication: Add/edit an Email Group
  6. Do emails sent to primary email addresses get copied to the secondary email addresses?
  7. Communication: Do unverified email addresses and SMS numbers receive messages?
  8. Communication: Email Center signatures
  9. Email Groups
  10. Communication: Email suspended or canceled/hidden Accounts or Members
  11. Communication: Track emails sent outside of the Email Center
  12. How do I change a coach's email on coach page?
  13. How do I create a forward for one of my team branded email addresses in Google apps?
  14. How do I email job volunteers?
  15. How do I preview the password email?
  16. How do I link to files in an email?
  17. How do I recover a Google Apps password?
  18. How Do I Send to All the Emails in Each Individual Account?
  19. Set up email aliases or Groups in Google Apps
  20. How to Update Email Footer with Team URL/Domain Name
  21. My Email Footer Does Not Contain My Domain Name
  22. How to setup Outlook to receive TeamUnify provided Email Account
  23. Photo or document won't upload or attach to email
  24. Communication: Some accounts not receiving emails - Mails Probably NOT Opened
  25. Communication: User did not receive SMS verification text
  26. Viewing Sent Messages
  27. What is the maximum file size for email attachments?
  28. Why can Outlook receive but not send?
  29. Why didn't my invoices email?
  30. Forwarding an email from the email center
  31. Communication: Email used as From address when sent from admin
  32. Stop 'Contact Requests' from creating a new account
  33. Email: Customize pre-templated emails in SwimOffice
  34. Verify domain name with Google Apps account
  35. Communication: Users can unsubscribe from emails
  36. Communication: Manage email Opt-Outs/unsubscribes
  37. Communication: Manually opt-out/unsubscribe user from emails
  38. Communication: Email multiple CC recipients
  39. Communication: Add News article - Chameleon
  40. Communication: Add News article - new CMS
  41. Communication: Email News to specific roster groups/billing groups/locations
  42. Communication: Straight Talk not listed in SMS carriers
  43. Communication: Tracfone not listed in SMS carriers
  44. Communication: NET10 not listed in SMS carriers
  45. Communication: Google Voice or any VoIP (cloud based phone) not listed in SMS carriers
  46. Communication: Mobilicity not listed in SMS carriers
  47. Communication: Vodafone not listed in SMS carriers
  48. Communication: Email-to-SMS Gateway list
  49. Communication: SMS cell carrier not listed
  50. Communication: Resend failed email
  51. Communication: View which Accounts have verified emails/SMS numbers
  52. Communication: Activate TeamFeed - Chameleon

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