Email Issues

Email Blast Information

When created, a blast generates a list of recipients and non-recipients that is accessible to administrative staff users.

• "Recipients" are those who have an active notification email address that is subscribed to the list the email blast is going to (Cancellation or General) and match the criteria for the emails blast (ex. Account with a 5 year old child).  
• "Non-recipients" are those with a notification email address that is either inactive or not subscribed to the list being sent to or both.  Those without a notification email address aren’t included in either list. 

These lists are created just before sending, so if the email blast is scheduled, the list will be updated with any new email addresses that meet the criteria before it sends (ex. a new registrant) 

General Email Information

Every account purchase within the system will trigger an email invoice, unless the staff opts to not send email notification by unchecking that box during the transaction. Accountless purchases do not automatically trigger an email invoice. Once the email successfully leaves the MyRec.com system, delivery of that email will depend on the recipient's email provider.

Emails are sent from the system and are either:

• Delivered successfully to the intended recipient
• Bounced back by the recipient’s email provider or
• Filtered as Spam

Delivery may also be denied due to a full inbox, blacklisting, or an invalid address.  

• Departments should verify the email address they are trying to send to is accurate with the customer prior to contacting MyRec.com Support for assistance

Why an Email Address Becomes Inactive in MyRec

When MyRec.com sends out an email or email blast, the receiving mail service for that email address can do a variety of things

• They can send it back (ex. inbox full, address doesn't exist, etc)
• They can filter it from the user as spam (could go in a spam folder, be deleted, or not be delivered at all depending on the filter level), or 
• They can deliver it and then the user marks it as spam (there are other possibilities too)

What Should Your Department Do When Your User Has an Issue?

Staff can help the user identify and often solve the issue by having the user do the following:

• Check Spam folders
• Check promotions tab (provider specific)
• Check any area to where bulk emails may be filtered
• Verify the sender is using an accurate email address for the recipient (Member info and Account info pages)
• Verify their email inbox is not full
• Check to see if there is a firewall or spam guard in place, both with their individual settings and their email provider’s settings
• Have the user whitelist the email address

Any of these can prevent the receipt of email blasts. If the email address is inaccurate, staff can edit and update that information within the member page. The staff can also send an outside email via the department email provider to the user to verify that emails are getting through and isolate the issue to MyRec.com issued email blasts. After identifying this as the problem, you can contact the Support team with the information you've gathered to report the issue.

Purchase Receipts and Your Customer's Responsibility

In the event that a customer does not receive the emailed invoice/transaction confirmation, whether it be due to their email provider's filters or by user error, they have access to those purchases directly within their public side account. Your customer can easily check their household account for confirmations, invoices, balances due, and balances paid. This is something they should be encouraged to do regularly, as purchases are updated in real-time to their account regardless of any delays in the email process. Some departments include this in their global disclaimer as an expectation when a user creates an account.