If your customer says an invoice, reminder or direct debit email hasn't arrived, it's almost always one of a few everyday causes. Work through the table below, starting at the top, and you'll resolve the large majority. Our emails to your customers come from [email protected].
Common reasons an email doesn't arrive
What's happening | What it means | What to do |
It landed in spam or junk | The most common one. The email arrived but their inbox filed it under spam, junk or clutter. | Ask your customer to check those folders, mark the Adfin email as "not spam", and add the sender to their contacts so future emails land in the inbox. |
The email address is wrong | A typo or an old address means the email can't get through. | Open the customer's record in Adfin, check the address against what they actually use, correct it if needed, and resend. |
It's just running late | The receiving server was busy and delayed the email rather than rejecting it. Adfin keeps retrying for a short while. | Wait a few hours and check again before assuming it failed. |
The mailbox is full | A full inbox can't accept new email until space is freed up. | Ask your customer to clear space, then resend. |
The address no longer exists | The mailbox or domain has been closed, so nothing can be delivered. | Confirm their current address, update it in Adfin, and resend. |
Their provider is blocking the sender | The recipient's email system, often a work or company account, is refusing messages from outside senders. | Ask your customer to allow emails from [email protected] (their IT team can do this). |
A previous email was marked as spam | Once an address reports an email as spam, their provider often filters out future ones automatically. | Ask your customer to check spam/junk and mark Adfin as "not spam"; get in touch if it keeps happening. |
Still not getting through?
If you've worked through the table and your customer still isn't receiving emails, contact us via live chat with the customer's name or the invoice number and we'll look into what happened to the email on our side.