Emails are not arriving
When an email doesn’t arrive — a statutory alert, a resident letter, an invoice, a test send — Mail log is the first place to check, before assuming anything is broken.
What it is
Every email attempt your organisation’s own mailers make is recorded, whether it sent, failed, or is pending — searchable by recipient, kind and status, with a link through to the job it relates to where relevant. Sending itself tries your own configured SMTP server first, then an optional platform relay fallback, and if neither is configured, an email alert is skipped silently — the in-portal alert centre still fires regardless, since that channel never depends on email at all.
How to do it
- Open Settings → Mail log and search for the recipient, kind, or job you’re checking.
- If nothing appears at all for a send you expected, check whether SMTP is configured under Notifications and SMTP in the first place — with none configured, no attempt is even logged.
- If an entry shows failed, check your SMTP host, port and encryption settings, and your own mail provider’s sent-mail log — the underlying failure reason isn’t always visible from this side.
- Use Send test email under Notifications and SMTP to confirm delivery to your own signed-in address before assuming a wider problem.
How it integrates
Mail log has no backfill — it only records mail sent since your organisation first configured a mail path, so an email genuinely sent before that point will never appear here, and that’s not a fault. A fallback-relay retry, when one occurs, is logged alongside the original failed attempt rather than replacing it, so you can see both sides of what happened to a single message. Statutory deadline alerts are the one case where this matters most for visibility: the statutory sweep always writes to your audit log and alert centre regardless of email delivery — email is an additional channel, never the only record that a deadline event happened.
Common problems
- Statutory alerts never arrive by email, and we never set up SMTP. That’s expected, not a fault — configure SMTP under Notifications to also receive these by email; the alert centre already shows every deadline event either way.
- A resident letter shows “sent” in Mail log but the resident says nothing arrived. Check their spam folder and confirm the address on file is correct — a “sent” status means HousingSurvey Pro’s send attempt succeeded at your mail server’s side, not that the resident has necessarily seen it.
- I can’t find Mail log at all. It needs Members module view access — a narrower bar than most of Settings, so check that specific permission rather than assuming you need broader Settings access.