If one of your users says they never got an email notification or magic sign-in link, this is almost always traceable. This article covers the common causes, how to check exactly what happened using the Delivery Report, and what to do next for each outcome.
Common causes
This covers the vast majority of "I didn't receive it" reports so it's worth ruling these out with the user directly before digging into the Delivery Report:
Address issues
Wrong email address - the address on file doesn't match the one they're checking.
Mailbox full - their inbox has hit its storage limit
Inactive account - the email account no longer exists or isn't being monitored.
Inbox-side issues
Spam or junk folder - the email was delivered but filtered into spam
Checking the wrong inbox - some users have more than one email account and check the wrong one.
Blocked by a corporate email policy - some organisations block automated emails or emails from external senders
If none of these explain it, the Delivery Report below will show exactly what happened.
How to find the Delivery Report
Every notification and sign-in link you send can be traced individually.
Open the Activity log from the button in the left-hand side panel.
Use the filters at the top to find the relevant event — filter by
notifications → sentormagic links → sent.Click on the notification you're investigating to open its details panel.
Click the View Delivery Report button to open the full report, which shows the live status of that email.
Understanding the Delivery Report
The report shows the recipients, message content, channel, and overall status at the top, followed by a breakdown into the individual statuses. You can press on the View button to see exactly which recipients/email addresses fall into that status.
Successful delivery stages
Status | What it means |
Pending | Still in the queue to be sent |
Sent | Sent by our email provider |
Delivered | Reached the recipient's email account |
Read | The recipient read the email |
Note: "Delivered" doesn't guarantee the email reached the inbox — it may still be in spam/junk. And "Read" relies on the recipient's email client loading a tracking pixel; many clients (e.g. Apple Mail) block this by default, so an email can be read without ever showing as "Read."
Failure buckets
Status | What it means | What to do |
Bounced | The email address is invalid, the mailbox is full, or the message was rejected by their provider. | Click View to see the affected address(es). Check you can send an email to these addresses and, if so, then try resending the notification again. |
Suppressed | This address has failed to deliver before (e.g. repeated bounces, a spam complaint, or an unsubscribe), so we've stopped sending to it automatically. | Click View to see the affected address(es). Check you can send an email to these addresses and, if so, then contact the LearnInk Support Team to have those email addresses removed from the suppression list. |
Other failure | The email failed for a reason that doesn't fall into Bounced or Suppressed (e.g. a temporary issue with the recipient's mail server). | Click View to see affected recipients. Try resending a notification to these users, these failures often resolve on their own. |
Quick troubleshooting checklist
Confirm the email address on file is correct
Open the Delivery Report for the relevant notification
Click View on the Delivered/Read tile to confirm the user's address was included
If Bounced, correct the email address and resend
If Suppressed, contact support with the specific address to check whether it can be removed from the Suppression List
If Other failure, try again and contact support if it persists