Why Aren't My Soapbox Emails Being Received?

Overview

Soapbox sends emails for activities such as donation confirmations, event registrations, scheduled event communications, and other app notifications.

If an expected email isn't being received, there are several things you can check to help identify whether the issue is related to the recipient, your organization's email configuration, or email authentication.

What Should I Check?

Check the Spam or Junk Folder

First, ask the recipient to check their Spam or Junk folder.

Email providers use their own filtering rules to determine whether a message should be delivered to the inbox. An email successfully sent by Soapbox may therefore be filtered into another folder by the recipient's email provider.

If the message is found in Spam or Junk, the recipient can mark it as Not Spam/Junk to help their email provider recognize future messages.

Determine Who Is Affected

Identifying whether the issue affects one recipient or many recipients can help narrow down the cause.

Consider:

• Is only one recipient not receiving the email?
• Are multiple recipients at the same email domain affected?
• Are all recipients experiencing the issue?
• Is the issue limited to emails sent from a particular Soapbox app or page?

If only one recipient or one email domain is affected, the issue may be related to filtering or security rules on the recipient's email system.

If emails are consistently not being received across multiple email providers, review your organization's outbound email configuration.

Review Your Outbound Email Settings

Navigate to Account Settings in your Soapbox administrator and review your organization's email settings, particularly the Default From Email and Envelope From Email.

If these settings use your organization's domain, such as info@example.org, your domain should be configured to authorize Soapbox to send email on its behalf.

See Email Deliverability: Configuring SPF and DKIM for Soapbox for instructions on configuring and verifying your outbound email settings, SPF, and DKIM.

Verify SPF and DKIM

If Soapbox sends email using your organization's domain, verify that your SPF and DKIM records are configured correctly.

These records help receiving email providers verify that Soapbox is authorized to send email on behalf of your organization.

For configuration and verification instructions, see Email Deliverability: Configuring SPF and DKIM for Soapbox.

Still Having Trouble?

If you've completed the troubleshooting steps above and emails still aren't being received, contact submit a ticket and include the following information:

1. Reference this Support Center article and confirm that you've completed the troubleshooting steps.
2. Include a link to the Soapbox page or app sending the email.
3. Provide the From Email Address being used.
4. Let us know whether the issue affects one recipient, recipients at a particular email domain, or all recipients.
5. Let us know whether you've checked Spam/Junk folders.
6. If possible, provide an example recipient email address and the approximate date and time the email was expected to be sent.

Providing this information will help Soapbox Support investigate the delivery issue more quickly.