What you see

A member says no renewal notice reached them.

Why it happens

  • The notice went to a junk or quarantine folder.
  • The email address on the record is wrong or no longer works, and the notice bounced.
  • The notice was skipped because the member has no email address, or their email consent has run out.
  • Notices are turned off for their level, under Organization Settings → Renewal notices.

Fix

  1. Open the member record and look at the Timeline. Each notice sent shows as Renewal notice sent: with its subject and date. Click Show the email exactly as it was sent to to see the address and the text.
  2. Go to Renewals and find the member. The notices column shows how many have been sent and how many were skipped. A Bounced pill means a notice could not be delivered to the address.
  3. If the address is wrong or bounced, correct it on the member record, then choose Send notice from the … menu on their row in Renewals.
  4. If notices were sent to the right address, ask the member to search their junk folder for your organization's name.
  5. If the member has no usable email, renew for them with Renew for member, or choose Print notice with code to post them a notice.

The Email not getting through filter on Renewals lists everyone with a bounce, notices never opened, a renewal link never opened, or a code asked for and never used.

If that doesn't work

Tell the 2Labs team the member's name, the address on the record, and the date and subject of the last notice shown on the timeline.