Troubleshooting Email Delivery Issues

If emails are not being delivered to or from a customer, there are several common causes and steps you can take to resolve the issue.

Emails Not Being Delivered TO a Customer

1. Check if Email Sending is Enabled

The most common reason a customer is not receiving emails is that email sending has been disabled for them. This can happen if the customer previously marked one of your messages as spam.

• Navigate to the event's People Section and check the @ icon next to the customer's name.
• If the @ icon is Red, email sending is disabled.
• To re-enable: click on the customer's name, then go to Actions > Enable Email Sending and click Save.

For more details, see How to Enable or Disable Email Sending.

2. Check the Activity Log and Delivery Report

If you see a warning icon next to a sent message, click on the delivery status at the bottom of the email. A report will pop up with more details about the error, such as an incorrect email address for one of the recipients.

"Message Not Sent" activities are also listed in the Event Activity and the main Activity list.

3. Ask the Customer to Check Their Spam Folder

Even if Sonas successfully delivers the email, the customer's email provider (e.g., Hotmail, Gmail) may route it to spam. Ask the customer to:

• Check their spam/junk folder.
• Mark emails from your venue as "Not Spam" to prevent future filtering.

4. Verify the Customer's Email Address

Confirm the email address listed in Sonas is correct. If it needs to be changed, you must add the customer again with the correct email and remove the old entry. See How to Use the People Section for instructions.

Emails Not Being Received FROM a Customer

1. Check Outlook for Spam Filtering

Emails from customers are forwarded into Sonas via your Outlook (or other email provider) inbox. If a customer's email is being caught by your spam filter in Outlook, it will not be forwarded into Sonas.

• Access the email inbox that forwards into Sonas (e.g., events@yourvenue.com) in Outlook.
• Check the spam/junk folder for the missing email.
• If found, mark it as "Not Spam" to allow future emails to be forwarded correctly.

2. Verify the Forwarding Email Setup

Your incoming email address (e.g., events@yourvenue.com) must be set up to forward emails into Sonas. Ensure someone in your organisation has access to this mailbox in Outlook to check for issues. See How to Set Up Default Sonas Email for more information.

3. Ask the Customer to Try a Different Email Address

If the issue persists and you suspect it is on the customer's end, ask them to try sending from a different email address.

Blocking Unwanted or Repeated Emails

If you are receiving repeated or spam emails from a specific sender, you can block them in Outlook to prevent those emails from being forwarded into Sonas.

Updated on: 24/04/2026