Introduction

When a transactional email doesn’t reach your customer, it’s important to understand that sending an email and successfully delivering it to the inbox are two separate things. circuly may send the email without any errors, but the customer still might not receive it due to issues on their end or with the email provider.

This guide helps you determine whether an email was sent and what to do if it wasn’t delivered.

Step-by-step guide

Step 1: Check if the email was sent

Before diving into possible inbox issues, first verify whether the email was actually sent from circuly.

Option 1: Check via the Email History Tab

1. In your circuly Hub > Go to the Email History tab.
2. Enter the customer’s email address in the search bar.
3. Look for the relevant email and check its status.

Option 2: Check via the Customer Profile

1. Go to the Customers tab.
2. Select the relevant customer from the list.
3. Open the History tab inside the customer profile.
4. Look through the list of actions and emails to find the one in question.
5. Check the status of the email:
   • Success = the email was sent.
   • No status or missing email = it may not have been sent. Try Option 1 again or continue to Step 2.

Step 2: If the email was sent but not delivered

If the email status is "Success" but the customer didn’t receive it, the issue likely lies with delivery. Here are the most common reasons and what you can do:

1. The email landed in the spam folder

• Ask your customer to check their spam or junk folder.

2. DNS settings are misconfigured

• The reverse lookup for your sender email may have failed.
• Check your DNS records with your email provider to ensure they’re correctly set up.

3. Using an unsuitable email provider

• Some providers (e.g., Gmail or Outlook) may block or deprioritise transactional emails—especially those that look repetitive or "promotional."
• Recommendation: Use a dedicated transactional email service like Mailgun for better deliverability.

4. External links in your email template

• Many mail providers filter out emails with external links (e.g., login URLs).
• A common issue is with one-time password (OTP) emails that include login links.
  • Try removing the link and sending a new version to test deliverability.

Step 3: Retry Sending the Email Manually (if needed)

If circuly shows that the email failed to send, you can manually resend the email from the circuly Hub. This helps test whether the issue was temporary or ongoing.

Final Step: Contact circuly support (if necessary)

If you’ve verified that:

• The email was sent correctly,
• You’ve checked common deliverability issues,
• And you’re still facing problems...

Submit a ticket to the circuly Service Desk. We’re happy to investigate further or guide you on the next steps.