If a participant is not receiving Jointly emails, or their address shows an Invalid email flag, work through the checks below. The same steps apply whether it is your client, another agent on the deal, or your own notifications that have stopped.
Check these first
Confirm the address is right. Check it with the person, character by character. See Correcting the address below if it needs changing.
Ask them to search their spam, junk and promotions folders. Jointly mail arrives as "Agent Name (via Jointly) <[email protected]>" — have them search for [email protected] rather than for "Jointly". If it is there, ask them to add the address to their contacts so later messages arrive normally.
Check whether they unsubscribed. If they have, their participant screen shows it, and you can resubscribe them yourself — see below.
Check whether their mailbox is full. A full mailbox rejects everything, and it looks identical to any other non-delivery from your side.
If the address is an alias — one with a + in it — two copies of each email arrive in the same inbox. That is expected and not a fault. But an alias that has bounced is blocked for good, and resending will not reach them. See Clients Sharing the Same Email, which covers aliases, shared inboxes and clients with no address of their own.
Did the notification actually go out?
Before changing anything, you can check what Jointly sent and whether it was opened. Click the person's avatar on the Participants page to open their message log. See Did My Client Receive a Notification?
Resubscribing a participant
If someone unsubscribed from Jointly notifications, there is a notice on their participant screen and you can undo it without contacting support.
In the Participants tab, click the person's icon.
Click the Resubscribe link.
The participant can also do it themselves, from the preferences link at the bottom of any earlier Jointly email.
Resubscribed and still nothing arriving? Then the address is suppressed rather than unsubscribed, and resubscribing alone will not clear it. Contact Jointly support and ask for the delivery history to be checked.
What the Invalid email flag means
An Invalid email flag means Jointly has stopped sending to that address — usually because messages bounced, or because the person unsubscribed.
Correcting the address does not clear the flag. This is the single most common reason agents get stuck: the email is updated, it still shows Invalid, and nothing is delivered. Changing the address and clearing the flag are two separate things.
Ask support to clear the invalid flag once the address is right. If you have already changed the address several times and it keeps showing Invalid, stop changing it and contact support — repeating the change will not help.
The flag can also appear on an address that is perfectly correct, so "but that address is right" does not rule it out.
Correcting the address
Editing a participant is done from the three-dot menu beside them on the Participants page, using Update Information. For the steps, the screenshots, and the reasons that option can be greyed out, see How to Manage Participants and Contacts on a Deal.
Two things are specific to a bad email address:
Send them a fresh login link afterwards. Go to the Message Center and select Send Login Link. Any link already sent points at the old address and will not work.
If Jointly tells you the address must be merged or switched with an existing account, do not keep trying to edit it — use Replace Participant on the same three-dot menu instead. It swaps the person on that role for a new one and takes the correct email directly.
A client can also change their own address in their profile at any time, which is often the fastest route because it needs no one's permission.
Why an old name appears
Every account is tied to its email address. Adding a participant on an address that already exists attaches that existing person to the deal, under the name their account was created with — no second account is created. That is why a name from an old deal turns up on a new one.
Correcting the name is not part of fixing email delivery, and a document that has already been created does not pick the correction up on its own. See How to Manage Participants and Contacts on a Deal.
If it is your own notifications that stopped
The checks above apply to your own address too. Search your spam and promotions folders for [email protected], and check your participant screen on a deal for an unsubscribe notice.
If your address is correct, you have not unsubscribed and mail still is not arriving, the block is on the delivery side rather than in the deal — contact Jointly support and say which address, so the suppression history can be checked.
If your whole brokerage or team stops receiving mail at once, or several participants on one deal all show Invalid, it is not a per-person setting. Contact support rather than fixing them one at a time.