An email didn't arrive

Symptom

A recipient (leaseholder, contractor, colleague) says they did not receive an email PropLink sent.

Cause

• The email was sent but landed in spam.
• The email bounced because the recipient's address is wrong.
• The recipient blocked the sender domain.
• The recipient looked in the wrong inbox.
• The email was never actually sent because of a workflow issue.

Fix

1. Open the communications log under Communications → Log.
2. Find the email by recipient or subject.
3. Check the delivery status:
   • Delivered. The recipient's mail server accepted it. The issue is on their side (spam, wrong inbox).
   • Bounced. The address is wrong. Update the contact.
   • Blocked. The recipient's server rejected. Ask them to whitelist your domain.
   • Failed. The email never sent. The cause is in the log entry.
4. Resend if appropriate, or send through a different channel.

Prevent it next time

• Configure your own sending domain so emails come from your firm's domain — see SendGrid.
• For statutory notices, also post physical letters as belt-and-braces.

Still stuck?

If the communications log shows Delivered but the recipient genuinely does not have the email, ask them to share a screenshot of their spam folder. PropLink support can investigate further if needed.