Email Not Delivered to a Participant

A participant says they didn't receive an email? The cause depends on what's shown next to their email address and the message status in the communication history.

A red exclamation mark appears next to the email address

A red exclamation mark means the email address doesn't exist — the message could not be delivered because no mailbox with that address exists. Confirm the correct email address with the participant, update it in their profile, and resend the message.

No exclamation mark, message status: Delivery failure

If there's no exclamation mark but the message status is Delivery failure, it means the participant's mailbox is full — the message reached the recipient's server but there was no space to store it. Let the participant know they need to free up space in their inbox.

No exclamation mark, message status: Delivered

If the status is Delivered, the message reached the recipient's server. If the participant can't find it, ask them to:

• search for the message by sender address: [e-mail]

• check their spam folder