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A member isn't receiving emails or SMS

Check suppressions, channel settings, and the SMS wallet when a member stops getting messages.

A member says they're not getting your emails or texts. Work through these in order — there are three common, distinct causes, and the fix is different for each.

What's happening

Base Control won't keep sending to an address that's been suppressed, won't send on a channel that's turned off, and can't send SMS if the prepaid SMS wallet is empty. All three live under Settings → Notifications, which has tabs for Channels, Suppression, Delivery, Wallet, and History.

How to fix it

  1. Check suppressions first. Open Settings → Notifications → Suppression. This list holds addresses that have bounced, complained, or unsubscribed — and the system will not send to them. Search the member's exact email or phone (search is an exact match). If they're listed and they genuinely want messages again, use the per-row Remove to lift the suppression. Be careful: removing a hard-bounce or complaint suppression can hurt your sending reputation, so only do it when the member has confirmed.
  2. Check the channel is enabled. Open the Channels tab. Confirm Email is on, and SMS is on if you're trying to text. If a channel toggle is off, messages on that channel simply aren't sent. While you're there, check the SMS sender identity and From name / From email look correct.
  3. For SMS, check the wallet balance. Open the Wallet tab. SMS sends draw down a prepaid balance. If you see the Low SMS balance warning (or the balance is at zero), SMS won't go out until it's topped up. Note this screen is read-only — the Top up button is disabled because automated billing top-up isn't live yet, so contact support to add credit.
  4. Confirm it was actually attempted. Open the Delivery tab to see recent Delivered vs Failed counts for SMS and email. If a message shows as failed or bounced here, the problem is the destination (full mailbox, invalid number) — confirm the member's contact details on their profile are correct.

If the channel is on, the address isn't suppressed, the SMS wallet has balance, and delivery still shows failures, capture what the Delivery tab reports and contact support.