A Borrower Didn't Receive An Email From Me

If a borrower says they didn't get your email - whether it's an outreach, an equity report, or a portal link - work through these checks in order.

1. Ask Them To Check Spam

The most common cause. New senders, links, and unusual phrasing can all trigger spam filters even for legitimate emails.

Ask them to:

• Check their Spam or Junk folder.
• Check Promotions (Gmail) or Other (Outlook) folders.
• Search for "BrokerPlus" or your name across all folders.

If they find it in spam, ask them to mark it as Not Spam - future emails from you will land in their inbox.

2. Verify The Email On File

The second most common cause: a typo in the email address.

1. Open the client's profile.
2. Check the email field.
3. Compare with what they're telling you their email is.
4. If wrong, update it and resend.

3. Check For A Bounce On Contacted

A bounce means the email was rejected by their mail server - the address doesn't exist, is full, or rejected our send.

1. Go to Contacted.
2. Find the client.
3. If they show up in Inactive, they likely bounced.
4. Click into their record to see the bounce reason.

If they bounced because of a wrong address, fix the address and resend. If their mailbox was full, wait a day and retry.

4. Resend

For a one-off resend:

1. Open the client's profile.
2. Click the relevant action again (Send Email / Send Equity Report / Send Portal).
3. Confirm and send.

The new send is independent of the previous failed one.

5. Try A Different Channel

If email keeps failing, switch channels:

• SMS (for reports) - if you have RingCentral connected.
• Call them directly and follow up with a verified email after.

6. Check Your Own Email Connection

If multiple clients are missing your emails, the issue might be on your end:

• Open Settings > Email and confirm you're still connected.
• See Email Isn't Syncing Or Stopped Working.

What To Do Next

• For SMS as a backup: Sending A Report Via SMS.
• See where bounces show up: Contacted Stages Explained.