Overall membermeister has an exceptionally good delivery rate and we deliver close to 100% of all messages successfully. However a successful delivery only means that the email from membermeister has been handed to the recipient's provider, for example GMail. It does not mean that the recipient sees the email because filters, rules or other issues can occur after the email is out of membermeister's control. Other times the delivery can be delayed.
If a parent says they didn't get an email, open the message in membermeister and check its delivery details. If a message to that parent bounced, was marked as spam or was unsubscribed from, membermeister blocks the address and stops emailing it until you correct the address or mark it as valid.
For: team members with Full, Finance or Staff access.
Good to know
membermeister uses your account's own configured terminology, so you may see Members instead of Students, for example.
Delivered doesn't always mean seen. "Delivered" means the parent's email provider accepted the email. It can still be filtered into spam, junk or another folder after that, which membermeister can't see.
A blocked address stays blocked. Invoices, reminders and messages to that address are skipped until you mark their email as valid on the dashboard or edit their email address, fixing any misspellings or updating their email to a different one.
If a block persists and you know for sure that a particular email address is valid, please contact us and we can remove the block. This happens primarily after a hard bounce.
Step 1: Check what happened to the email
Go to Messages > Overview and open the message.
Look at the message's activity. If any emails had problems, you'll see a warning such as 3 Students with delivery issues.
Click it to see each problem, with the reason the parent's email provider gave.
What it says | What it means | What to do |
Hard bounced | The address doesn't exist, often because of a typo. | Check the address with the parent and correct it (Step 3). |
Soft bounced | A temporary problem, for example a full mailbox or a busy email server. | Check the address is correct, then mark it as valid and send again later. |
Marked or filtered out as spam | The parent, or their provider's spam filter, classed the email as spam. | Ask the parent to mark it as "not spam" and add membermeister to their safe senders (see below), then mark the address as valid. |
Rejected | The provider refused the email. | Check the address. If it's correct and this keeps happening, contact us. |
Step 2: Find all blocked addresses
The dashboard has a panel showing the latest students whose email has bounced, with Edit and Mark as valid buttons. Click Show all bounced emails at the bottom of the panel for the full list.
Step 3: Correct or unblock the address
If the address is wrong: click Edit next to the student (or open the parent's profile and click Edit), correct the email address and click Update. Changing the address removes the block in your membermeister account but certain blocks can remain in place even after that, especially after a hard bounce.
If the address is right: click Mark as valid next to the student in the dashboard panel. Do this once the problem is fixed at the parent's end, for example after they've emptied their mailbox or marked you as a safe sender.
Then send the email again, for example by resending the invoice. If the problem persists, contact us and provide the email address in question.
If the email was delivered but the parent can't find it
Ask the parent to:
Check their spam or junk folder, and in Gmail the Promotions and Updates tabs.
Search their mailbox for membermeister or your school's name.
Add membermeister.com to their contacts or safe senders list, so future emails go to their inbox. Most email providers have this under junk or spam settings. Invoices and messages are sent from [email protected].
If they use a work email address, consider a personal one instead. Work email systems often hold back emails with attachments, such as PDF invoices.
Tip
Check who will receive a message. Messages go to the billing contact, or to all parents if there isn't one. To reach a second parent, see the related article below.
Related articles
Still need help? Click Get Support in your membermeister account or email [email protected].