Why an email didn't go out

Why an email didn't go out and how to fix it.

Common reasons

• Patron has opted out of that email type
• Email bounced previously and patron is flagged as undeliverable
• Cron job hasn't run yet (scheduled for later in the day)
• Email template is disabled in Settings → Email Templates
• Stripe webhook silently failed (for billing emails)
• Resend API key expired

Check the email log

Settings → Email Log shows:

• Last 30 days of attempted sends
• Status for each (Sent, Opened, Clicked, Bounced, Spam)
• Any error message

Check Resend dashboard

For deeper investigation, log in to Resend:

• Find the email by message ID
• See the SMTP response from the receiving mail server
• Diagnose bounces (mailbox full, invalid recipient, spam filter, etc.)

Patron opted out

Check Portal → Account → Notifications for that patron. If they've turned off the email type, that's the issue.

Bounce flag

Patrons with bounced emails get flagged. Settings → Patrons → Filter "Email bouncing" → see them. To unflag:

• Verify the email is correct
• Click "Reset bounce flag" on their profile

Test send

Settings → Email Templates → [template] → Test send to yourself. Verifies the template renders and Resend can send.

Still stuck?

Email hello@tryshelfwise.com with the message ID from Settings → Email Log — we can investigate Resend logs together.