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My Client is Not Receiving Email Notifications or Email is Invalid

Jointly Support avatar
Written by Jointly Support
Updated over 2 weeks ago

There are a number of reasons a participant is not receiving email notifications or showing an Invalid email flag.

Identifying the Issue

  1. Confirm the correct email address with your client. Click here to see how to edit an email address.

  2. If the email address you have is correct, ask your client to check their junk or spam folder to see if the email was marked as spam and not placed in his or her inbox.
    The emails from Jointly will show as "Agent Name (via Jointly) <[email protected]>". Ask them to search for this address in their email. If this is the cause of your client not receiving the email in their inbox, you can suggest that they add the email address to their address book and/or change the preferences (shown at the bottom of the Jointly email) so that future emails are received correctly.

  3. Your client may have also unsubscribed from receiving Jointly notifications. Click here to see how to resubscribe them.
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  4. If you have verified all of the above and your client is still not receiving email notifications, it is most likely due to their email inbox is full and not accepting any emails. Please direct the recipient to https://support.google.com/mail/?p=OverQuotaTemp.

    See here to check if a notification was sent from Jointly.


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How to Edit Your Client's Email Address

**Note** - if the participant has used a login link sent to the current email, you will need Jointly support to edit the email address for you.

  1. In the Participants section of your deal, click the circle icon for the client you would like to edit.


2. Click on the pencil edit icon.


3. Type in new email and click on Save. If the email is not editable, contact support.

4. Once you have corrected the email, you will need to send a message to your client to invite them to login. Navigate to the Message Center and select the Send Login Link option.


How to Update Unsubscribe Preferences

If the participant unsubscribed from receiving Jointly notifications, there will be a notification on their participant screen. If this is the case, click on the Resubscribe link as shown below.

  1. Click on their icon in the Participants tab.

2. Click on the Resubscribe link.
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Note: Please see these instructions if you have two clients using the same email.

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