The email log
The email log is the record of every email your project has sent: order confirmations, booking reminders, notifications to you, and campaigns. When somebody says "I never got it", this is the screen that settles whether it left.
Where it is
Email Log in the sidebar, under the messaging section. It is per project, so switch project first if you run more than one.
What each row tells you
| Column | What it means |
|---|---|
| Event | What triggered it - an order, a booking, a campaign, a password reset |
| Recipient | The address it was sent to |
| Subject | The subject line as sent |
| Status | Queued, Sent or Failed |
| Sent | When it left |
You can search by address, subject or event, which is usually the fastest way to answer a specific "did my confirmation go out?" question.
Reading the status
Queued means it is waiting to go. Sending happens on a schedule rather than instantly, so a queued message a minute old is normal. One that has been queued for hours is not.
Sent means we handed it to the mail provider successfully. That is not the same as it arriving: it can still be filtered into spam at the other end. If the log says Sent and the customer has nothing, the problem is delivery rather than sending, and Emails aren't sending covers what to check next.
Failed means it was rejected. The usual causes are a mistyped address and a sending domain that is not verified yet. See Set up how your emails are sent.
If a row is missing entirely
No row means the email was never generated, which is a different problem from one that failed. Check that the feature is switched on and that the notify address is set - see Understanding notifications.