Identifying the Issue
Confirm the correct email address with your client. (See steps below on how to edit the email address).
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 come from "[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.Your client may have also blocked or unsubscribed from receiving Jointly notifications. The Jointly support team can temporarily remove the block and then your client will need to update their Unsubscribe Preferences.
You can see what notifications were sent by clicking on the participant's icon in the participants page. If the email is in that history window it was sent. If there are double checkmarks by the notification, that indicates the email was opened by the recipient.
How to Edit Your Client's Email Address
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.
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
After you have requested the support team to temporarily remove the block, send your client a notification with a note to update their preferences as follows:
Have your client navigate to the bottom of the Jointly email and click Unsubscribe Preferences
2. Select No for the Transactions email type and click Save Preferences.
