My client didn't get my email
If a client hasn't received an email, check its delivery status in CoreHue, confirm the address and ask them to check their spam folder. A delivered status means their email provider accepted it; it doesn't confirm that they read it.
Check the message in the thread
Open the conversation in Messages and look under the message you sent:
- Sending... means it's still going out.
- A small tick means it reached your client's mail provider.
- "This email wasn't delivered." means it failed. Choose View details to see the reason, and Try again when retrying makes sense.
You'll also get a Message delivery issues notification in CoreHue when a message bounces or fails.
Check a document's email history
Invoices, proposals, contracts, questionnaires, bookings, inquiries, receipts and galleries each keep an Email history of what was sent and what happened to it. On an invoice, for example, it's in the three-dot menu. Look here before you resend anything.
| Status | What it means |
|---|---|
| On the way | Waiting to be sent |
| Sending | Being handed over now |
| Sent | Accepted for sending |
| Delivered | It reached your client's mail provider |
| Taking longer | Delayed, still trying |
| Not delivered | It bounced and didn't arrive |
| Marked as spam | Delivered, then your client reported it as spam |
| Could not send | It failed before it went out |
| Not sent | Held back because the address bounced or reported spam before |
Delivered means it reached their mail provider, not that they read it. CoreHue doesn't track opens, so a read email and an ignored one look the same.
Fixing each problem
Not delivered. The address is wrong or doesn't exist. Check the spelling on their contact page. One wrong letter is by far the most common cause. Fix it, then send again.
Delivered, but they can't find it. Ask them to search for your business name and check their spam and promotions folders. If it's there, ask them to mark it as not spam. That helps every email you send them after.
Taking longer. Their mail provider is slow or temporarily turning the email away, and delivery is still being retried. Check back later, and if it ends up Not delivered, confirm the address.
Marked as spam. They pressed the spam button, sometimes by accident while clearing their inbox. Reach them another way before emailing that address again.
Not sent. The email wasn't sent because this address bounced or reported spam before. Confirm the address with your client by phone or text.
After a spam report, or when an address is refused after an earlier bounce, the thread shows a warning above the reply box: "This address reported or blocked a previous email. You can still send, but delivery may be refused."
Send the link another way
If an email still won't land, every invoice, proposal, contract, questionnaire, booking and gallery has a shareable link. Copy it and send it by WhatsApp, text or whatever you already use with that client. It opens the same page the email would have.
Fewer missed emails from the start
- Double-check the address when you add a contact. Most failures are typos.
- Tell clients to expect it. "I'll send the proposal from CoreHue this afternoon" makes them look for it.
- Add a sentence or two of context. Emails that are almost nothing but a link are what spam filters look for.
For more on keeping out of spam folders, see Emails landing in spam.
Frequently asked questions
Can I see whether my client opened my email?
No. CoreHue shows whether an email was delivered to their mail provider, but it doesn't track opens.
Is it safe to resend an invoice?
Yes. Resend invoice sends the same invoice again, with the same number and amounts. Check its Email history first: if the first email bounced, fix the address before resending. See Sending an invoice.
My client says their reply to me bounced. Why?
If your account is on the Free plan, client replies to CoreHue emails bounce by design, because messaging is part of Plus and Pro. Replies to gallery emails are the exception and go straight to your own email address. Your own emails to them still deliver normally. See Messages on the Free plan.