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Reference and Troubleshooting

Email Troubleshooting

Troubleshoot any errors that may arise with emails.

We work with a third-party email service to schedule and distribute bulk mail.

Problem/QuestionPossible Causes/Things to Try
Specific people are not receiving emails.
  • Make sure a profile is set to receive emails by checking the email setting.
  • Check if this person is missing an email address.
  • Check if this person is unsubscribed from Realm emails.
  • Look over the email address to make sure it's valid.
  • Have the receiver check their spam/junk folder.
  • Have the receiver check if their mailbox is full.
  • Contact our support team to find out if the email is blacklisted.
People received duplicate emails.
  • More than one profile is associated with the same email address.
  • If a child and parent share an email address, only one email is sent to that address. In the email history log, this will show as only one email, and might show the child's name as the recipient instead of the parent.
  • The third-party email service sees an error stating the email may not have sent correctly. When this happens, the email is sent again to ensure it is received.
Someone has unsubscribed from Realm emails.Before resubscribing, please contact the individual to ensure that they unsubscribed by mistake and confirm that they wish to receive emails again. To resubscribe an individual to Realm emails, see Opt Someone Back In to Email.

Even if a congregant unsubscribes from emails, they still receive certain emails such as contributions statements and password reset emails. If you send emails via a third-party, such as gmail or Constant Contact, they will receive those emails.

I need to see the status of my email(s). When you use Inbox to send an email, you can see emails that are sent, undelivered, queued, and unsubscribed. For more information, visit View Group Communication History.
What does each email status mean?
  • Sent — The email successfully delivered.
  • Undelivered — The email address doesn't exist, is banned, or there was a hard or soft bounce.
  • Queued — The email will deliver once a server accepts it.
  • Unsubscribed — The user canceled their subscription to receive Realm emails.
Reasons why an email is undelivered. For deeper explanations of this category, see also Why Emails Aren't Being DeliveredThe email address doesn't exist

  • The receiving server couldn't find an address. This could mean the email is incorrect or misspelled.

The email is banned ("SES" suppression)

  • This email is on the "Do not send" list. This could mean the user unsubscribed or previous email messages were marked as abusive or spam. Contact support to have the email removed from suppression lists.

An email had a soft bounce

  • A temporary email delivery failure. This could mean the recipient mailbox is full or a connection timed out. After multiple delivery retries, this becomes a permanent delivery failure.

A general hard bounce

  • The message was rejected by the recipient mail server for some other reason.

A common typo

  • Undelivered because of a typo in the email address, usually in the domain of the email.

Reasons why an email is queued.An email marked as queued means the server couldn't send the email immediately and will try again.

This could happen because

  • An attachment in the email isn't uploading.

  • There is a connection issue with the receiving or sending server.
How do I know if my email was sent?When you send an email in Realm a message displays to confirm your action.

You can view email history to see more information about emails that were sent.

No one received my email.The server may be delaying your email. Wait 30 minutes to give the server time to deliver the email. If after 30 minutes your email hasn't sent, contact the ACS support team.

Need more help?

Resolving complex email delivery problems usually requires conversation and investigation with the help of recipient. If, however, none of the above troubleshooting resolves the issue, contact support for additional help. However, if the problem resides with the email carrier (AT&T, Google, etc.), we may not be able to resolve the issue.

Troubleshooting
Administrator/Staff
Realm
Communications

Last updated: September 25, 2026

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