MoveBoard"I never got your email" — here's how to check, and what to do.
1. Is it on the order?
Every email sent to the customer — by you, a colleague or automatically — is kept in the order's conversation with its full words. Press its subject to read the whole email as it was sent (Email). Automatic ones read Sent automatically: email to ….
In the conversation (an order's, a storage tenant's, an account's) an email first shows a few lines of its words. Show all opens the email exactly as the customer got it — logo, colours, buttons and links. Its links work (they open in a new tab) and you can right-click one to copy it.
Copy a link from an email
Under an opened email, Links in this email lists each link in it by its words — PAY Invoice, the customer's page, and so on. Press Copy link next to one and paste it in a text to a customer who can't open the email, or open it yourself to see what they see.
For your safety nothing in an email can run on your screen: no scripts, no forms.
Not there? It wasn't sent. With workflows on, the order's Workflows button (in the Order Log) says why an automatic one didn't go — see The run log.
Sent, or accepted?
An email sent from your company's own mailbox shows who took it — Accepted by Gmail, Accepted by Microsoft 365 or Accepted by your mail server — where other messages say Sent. It means the mailbox's provider took the email from MoveBoard. Whether it then reached the customer's inbox (or their spam folder) only the provider can tell: your Google Workspace or Microsoft 365 admin can look it up in their email log.
2. Did they open it?
Beside the subject of an email you sent:
- a green eye — Read on (date and time): the customer opened it.
- a grey crossed-out eye — Not read yet.
Opening is detected by a tiny picture in the email, so a customer whose mail program blocks pictures can read it without it showing as read. Treat Not read yet as "maybe".
3. Is the address right?
Check the email on the Customer card. A typo is the most common reason.
4. Are emails switched off for them?
- Customer has been unsubscribed — the customer used the unsubscribe link. A red envelope shows on the Customer card; press it to Send Resubscribe Link.
- The Customer card's Status — Email status off means MoveBoard doesn't email this customer.
- An automatic email skipped for this reason says the customer has no email address that gets our emails in the run log.
5. Spam folder
Ask the customer to look in their spam or junk folder and mark your email "not spam". Emails from your company's own mailbox, connected with Google or Microsoft, land in inboxes more reliably — see Connect your email and phone.
Bounces
Mail-delivery failure notices ("undeliverable", "mailer-daemon") are kept out of the order's conversation. If your mailbox is connected, you'll find them in Mail.