Open the email in Communications > Communication Logs and find the member's address in its Email Recipients table. A time under Sent means their email provider accepted it, an entry under Filter Type means TeamSideline held it back, and no row at all means the member wasn't on the list you sent to.

Applies to: Org admins whose role includes Communication Logs and Email Filters · All plans (Opened: Enhanced, Elite and Enterprise) · Emails sent from Communications > Send Communication

Where: Communications > Communication Logs; Communications > Email Filters; Customers > Account Management > Search

Step 1: Find the member on the email

1. Go to Communications > Communication Logs.
2. Set the Date Range so it includes the day you sent the email (the last 30 days are shown at first), type part of the Subject if you like, and click Update.
3. Click the email's subject. If the subject isn't a link, the email hasn't gone out yet: it's still being processed, or it's scheduled for later.
4. In the Email Recipients table, type part of the member's email address in the box under To Address.
5. Compare the member's row with the table below.

Automatic emails, such as order confirmations, are on the System Log tab: type the member's whole email address in To Address and click Update.

Step 2: Check the address for an email filter

1. Go to Communications > Email Filters.
2. Type the member's whole email address in Email Address and click Search.
3. Read the Email Filter column of each row that has no Deleted Date.

• Bad: an email to the address bounced, usually because it's misspelled or no longer exists. Correct the address on the member's account first (see Step 3).
• Opt Out: someone clicked an unsubscribe link in an email sent to the address. Remove it only when the member asks you to.
• Marked As Spam, Blocked or Mailbox Full: the member marked an email as spam, their mail system is blocking TeamSideline emails, or their mailbox was full. Have them fix that before you remove the filter.
• "There are no filters associated to this email address." means no filter is stopping your emails to that address.

To remove a filter, click the red X (Delete) in its row and click OK. The full steps are in the related articles below.

Step 3: When the member wasn't on the email

• The list didn't include them. Team Contacts (from 2 Teams Page) reaches only the contacts entered on each division's 2 Teams page. Team Rosters adds the coaches, parents and adult players on each team's roster. Registrations lists reach the parents on accounts with an accepted or waitlisted enrollment in the program; canceled enrollments are left out.
• They're Family & Friends. People a roster member invited on a team site aren't on any Send Communication list. To include them, add their addresses to a list under Communications > Custom Contact Lists and send to that list too.
• Their account is deactivated. Registrations and Customer Accounts lists skip deactivated accounts. Reactivate the account if the member should get your emails.
• The list was empty. "No email recipients." means nobody on the list had an email address to send to, for example a program with no accepted or waitlisted enrollments yet.
• The account has a different address. Your emails go to the email address of each parent or guardian on the account. Find the member under Customers > Account Management > Search and check the Email Address on their Account Overview. If it's wrong, click Edit Member, correct Email Address and click Save. A new address that has never been used with TeamSideline also gets a welcome email for signing in.
• They have two accounts. If the member registered with another email address, your email went to the account that has the enrollment. If saving a corrected address shows "This email address is already in use by one of your existing account members. Please access the existing member instead of creating a new member or use a unique email address for this new member.", that address is on another account. Combine the two with Merge Accounts on Customers > Account Management > Search.

Sent, but the member can't find it

• Ask the member to search every folder and tab, including Spam, Junk, Promotions and Updates, and to mark your email as not spam.
• Ask them to add your sending address to their contacts or safe senders. The bottom of every email names it: "To ensure delivery to your inbox, please add (address) to your address book."
• School and work email systems often quarantine bulk email before it reaches the inbox. The member may need to ask their IT department to release it and to allow your sending address.
• The member can still read the email at TeamSideline.com: they sign in with the same email address and go to Communications > Received.
• On Enhanced, Elite and Enterprise plans, Opened shows when the member first opened the email. Some email apps don't report opens, so a blank Opened doesn't prove it wasn't read.
• Send the member Why Am I Not Receiving TeamSideline Emails? (below) for the steps on their side.

For a member's IT department: what to allow

• Your emails come from the address in the From box on Send Communication: no-reply@teamsideline.com, or a no-reply address at your organization's own domain if TeamSideline has set one up for you.
• Ask IT to add that address to their allow list or safe senders, and to release any TeamSideline emails held in quarantine.
• If IT asks for TeamSideline's sending IP addresses or other technical details, contact TeamSideline Support.

Use text messages as a backup

• On Send Communication, type a short version of your message in Text Message (100 characters, or 300 on the Enhanced, Elite and Enterprise plans). It goes out as a text, starting with your organization's name, to each recipient phone that's signed up for your organization's texts. Email filters don't stop texts.
• To get more members signed up, tick Text Sign Up Link in the send options: "Include a link to the Text Sign Up page so you can text your contacts."
• The Text Message box appears only when your admin role includes texting and your organization still has texts left for this subscription year.

If it doesn't work

• "Invalid date range." The start date is after the end date, or one is empty. Fix the dates and click Update.
• The red flag comes back after you remove a filter. Another email to the address bounced. Check the spelling, or ask the member for an address that works.
• You don't see Communication Logs or Email Filters under Communications. Your admin role doesn't include them. Ask an admin who manages users.

Good to know

• Removing a filter affects new emails only. Emails held back while it was on aren't sent again, so send the email again.
• A second parent gets your emails only when they're on the account with their own email address. Use Add Parent on the Account Overview to add them.

Related articles

• Communication Tracking
• What does the red flag mean next to an email address?
• How to remove an email filter on a customer's email addresses?
• Why Am I Not Receiving TeamSideline Emails?
• How to Deactivate a Customer's Account
• How do I forward an email that has already been sent out?