As an administrator, you can help diagnose and fix email delivery issues for residents. Here are the most common causes and what you can do. ## Most common cause: Spam filters CondoGenie notification emails can land in residents' spam or junk folders, especially when they first join. **What to tell your residents:** 1. Check their **Spam**, **Junk**, or **Promotions** folder for CondoGenie emails 2. Mark any CondoGenie emails as **Not Spam** 3. Add **[email protected]** to their contacts or safe senders list See [[How to whitelist CondoGenie emails]] for step-by-step instructions for Gmail, Outlook, and Apple Mail. ## Check if the resident's email address is correct 1. Go to **Administration** → **User and Residents** 2. Find the resident and click their name 3. Verify the **Email address** is correct — even one typo means they never receive emails 4. If the email is wrong, update it and ask the resident to re-register ## Check if the resident's account is approved Residents who haven't been approved yet cannot receive notifications. 1. Go to **Administration** → **User and Residents** 2. Look for the **Residents waiting for approval** section at the top 3. If the resident is there, click **Approve** to give them access ## Check if the resident has disabled notifications Residents can turn off their own email notifications in their profile settings. If a resident says they're not getting emails: 1. Ask them to sign in and go to their **profile** (click their name, top right) 2. Check their **Notification settings** 3. Make sure email notifications are turned **On** See [[Turn Notifications On or Off]] for the resident-facing steps. ## Check which user group the resident is in Some notifications are only sent to specific user groups. If certain residents get announcements but others don't: 1. Go to **Administration** → **User Groups** 2. Check which groups receive which notifications 3. Make sure the affected resident is in the right group ## Check if the feature is enabled for your account Some notification types require specific features to be enabled. 1. Go to **Administration** → **Global Settings** → **Feature Tab** → **Turn On or Off Features** 2. Make sure the feature generating the notifications is active ## Still not working? If a resident has confirmed they checked spam, their email is correct, their account is approved, and notifications are enabled — but they're still not getting emails — contact CondoGenie Support at [[email protected]](mailto:[email protected]) with the resident's email address and account name. --- See also: [[Not receiving e-mail notifications]] | [[Turn Notifications On or Off]] | [[How to whitelist CondoGenie emails]] | [[How do I approve a user]]