1.The Issue and Potential Root Causes
If you notice that no emails are being sent to your customers once a job is live, we recommend the following steps:
First verify that no emails have been sent out:
- Under the Selling tab of your job, navigate to the section Newsletters & Communication and verify if you have potential buyers for this job. A reason why you may not have data may be that you imported a roster that contained only phone numbers, and no emails. It needs at least an email to create a potential buyer in the system. Please refer to this article: Upload a Nameslist into Your Photo Job
- If you have potential buyers, please press Show Automated Notifications. If it says no data, you can be sure no emails went out.
View: Show Automated Notifications
In a second step, you may want to investigate what may have caused the issue in order to prevent it in the future:
- Have you successfully completed the validation of your Stripe Express account? Only after completing this step will the system send your emails.
- Did you switch the job to selling between 8 PM and 9 AM your local time? During this time, communication profiles won't send notifications to respect your customers' nighttime. If this happens, simply wait until 9 AM, and the emails will be sent to your customers.
- If you've set up a special job type, such as a group photo-only job with one access code, and uploaded a names list, ensure notifications are set to "All customers" or "Customers with no photos available." Since no photos are assigned to QR codes after the names list import, choosing "Customers with photos available" will result in no notifications being sent.
- Is it a prepay or prepay+ job? Please ensure you use the correct communication profile. For prepay+, it is crucial to use the dedicated "MUST USE—Prepay+ (With Access Code and Proofing Phase)" communication profile or an adjusted copy to ensure each customer group receives the correct email.
- Another reason could be that you switched the job to selling before adding a communication profile. You might have done this to quickly verify that everything in the shop looks nice and neat. The system detects in this case that the trigger event "When a job is set to selling" has already occurred, so it won't send out notifications if you switch it to selling again after adding the communication profile.
2. The Solution
Here's how to reactivate the communication profile in a job
Step 1: Remove the communication profile from the job by switching to "No Marketing Emails/SMS: To Notify Your Customers, Select a Profile" and hit Save Settings at the bottom of the page.
Step 2: Move the job from its current status to Archived, then back to Planning.
Step 3: Now, add the communication profile to the job again on the Job Settings page, and hit save. Ensure that the desired profile is selected before hitting Save Settings.
Step 4: Switch the job back to selling. This will effectively "reset" the communication profile, causing the emails to begin queueing internally and to be sent out.