Your emails aren't reaching clients

This article helps when a client says they didn't get a Levflex email, such as a booking confirmation, reminder or message from you. The most common causes are that the client turned email off, the email went to spam, or their address has a typo. Push notifications and the portal still work when email doesn't.

Before you begin#

• Ask the client which email they expected and roughly when.
• Open Messages → Sent if it was a message you sent.

Troubleshooting#

• Does the message under Sent show opted out of email?
  • Yes
    The client unticked Email me booking confirmations, session reminders, and updates on their Account page under Notifications. Ask them to tick it again.
  • No
    Continue.
• Does it show failed?
  • Yes
    The address bounced. Check the email on the client's profile for typos. The client can fix it on their Account page.
  • No
    Continue.
• Does it show emailed but the client can't find it?
  • Yes
    Ask them to search spam or junk for your gym's name, and to add your gym to their contacts. Emails come from Levflex's sending address with your gym's name, and replies go to your Contact email.
  • No
    Continue.
• Is the client using the app and not getting push notifications?
  • Yes
    They need to allow notifications for the Levflex app in their phone's settings.
  • No
    Contact support from levflex.com/help with the client's email and the date.

Common mistakes#

Replying from a different address#

Client replies go to your Contact email. If you check a different inbox, you'll miss them.

Assuming email is the only channel#

Every message also appears in the client's portal and app, and as a push notification if they've allowed it.

Sending to deactivated clients#

Deactivated clients don't get broadcasts or emails.

Once a client turns email back on, future emails arrive. Past emails aren't resent.