A volunteer says they are not getting emails from MSP. How can I check this?


The first thing you want to do is make sure that volunteer is set to get emails from the system. Go to the Volunteers pane, select the volunteer, and click "Edit Volunteer...".

  1. Make sure the box that says "This volunteer has internet access" is checked.
  2. Next to their email address, you will see a down arrow. Click on this arrow and make sure "Send automatic email reminders" and "Send swap request emails" are both checked. 
  3. Check to make sure their email address is spelled correctly.

If all of those settings were done properly and you are not getting any bounce-back messages in the "From address" email, you know that the volunteer is getting email from you, and it is likely going to their spam folder. To check this, though, you can send them an individual email from the Emailer.

  1. Go to the Emailer pane and select "Only these volunteers" in the "Send to:" area. Select the volunteer's name and click OK.
  2. The most important step is to make sure the "CC to me" box is checked. It is located to the left of the BCC line, just above the Subject line. With this option, you will receive a copy of the email address to the "From" address. This copy will look exactly like the email they get, but will include tokens. It will also have a list of email addresses you sent it to underneath. Now you can be SURE the email was sent to the correct address.
  3. Compose a message to this volunteer. You probably want it to look something like this: 

Dear {{FirstName}},
You mentioned that you have not been receiving emails from MSP and I want to make sure they are getting to you. Please reply to this email when you get it.
Thank you! 

At this point if the volunteer is still not seeing the message and you are not getting bounce-backs, we know for sure the messages have been sent to them, so they need to check their spam folder very carefully. 

Once they do find the message, they can Google how to make sure further messages from you through MSP are not marked as spam. Usually it is as easy as moving it into their inbox. 

Have more questions? Submit a request


Powered by Zendesk