Please look over the options below to see which scenario fits your issue.


If all your tenants are not receiving an outgoing email, please follow the steps in the video (or below):

  1. Click on Configuration.
  2. From the drop-down, select Client Management.
  3. Click on the Site Setup tab.
  4. You’ll find your facility(ies) and click on Edit for the one you’re experiencing a problem.
  5. Click on the Email Account tab.
  6. Click on Send Test Email.
    1. If a green populates on the top right corner, email credentials are setup correctly.
    2. If a red banner populates on the top right corner, email credentials are set up incorrectly.
      • If you know what you’re doing here. You’re welcome to update the settings and retry until the test email is successful.

If you need additional assistance, please reach out to [email protected] with a detailed message outlining your issue, and one of our techs will reach out!

If your tenants are not being emailed a specific document type, please review the following article to ensure the proper settings are configured, How Do I? | Global and Local Tenant Document Delivery Settings.

If you need additional assistance, please reach out to [email protected] with a detailed message outlining your issue, and one of our techs will reach out!

Find the tenant having a problem receiving an email.

  1. If the documents not being delivered are receipts and invoices, check their local tenant document delivery settings. Click here to learn more.
  2. Compose an email from the Communications tab and send out an email.

If (1) the settings are now (or were) configured properly and (2) is successful, then you’re set to go. Otherwise, please get in contact with us.

If you need additional assistance, please reach out to [email protected] with a detailed message outlining your issue, and one of our techs will reach out!

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