There are a number of reasons why a user might not receive fixture reminder emails. This article describes the things to check if a user reports that they are not receiving reminders:
1) Make sure reminders for the league are turned on
It is possible to turn fixture reminders off at the company, venue or league level. So the first thing to check is that reminders are turned on. To check at the company and venue level, go to Config -> Scheduled Task Configuration and then click on the reminder that you want to check. Under the company version and the venue version, make sure reminders are turned on. Then, for the league in question, go to Leagues -> Click on the name of the league -> Click on Reminders and make sure that reminders are not turned off.
2) Make sure reminders for the team are turned on
For the team in question, make sure that reminders are turned on. So click on Teams -> Click on the name of the team in question and then make sure that the checkboxes next to "Reminder email on the day after fixtures" and "Confirmation email on the day before fixtures" are checked.
3) Make sure the user has a confirmed email address
Emails from Spawtz will only be sent to people who have a confirmed email address. So go to the user details page for the user in question and make sure their email address is confirmed. If it is not, you can resend the email address confirmation email, and once they have clicked on the link in that email to confirm their email address, they should start receiving emails.
4) Make sure reminders for the user are turned on
Go to the user details page for the user in question. Make sure that in the "Teams" section of their profile, the "Email Reminders" checkbox is checked for all teams that they play in. If they are an organiser of the team and are reporting that they are not receiving fixture availability update emails, check also that the "Notify me via email when players on this team update their availabilities" checkbox is checked.
5) Check to see that the reminder email went out
If a user is reporting that they did not receive an reminder email for a particular fixture, you can check to see if a reminder email was actually sent to them via the fixture details screen. So go to the fixture in question (either via the calendar, the duty report or a fixture list) and then click on the "Reminders" sub menu item.
That page will show you the schedule for the reminders (ie when the reminders are due to be sent, or when they were sent). If reminders have already been sent, this page will show a list of all the people to whom reminders were sent, and also a list of the people to whom reminders were NOT sent, and the reason why they were not sent.
The information regarding whether a reminder email was sent to a particular user is also displayed on that user's activity page (Go to the user details page and then click "Activity" and within the activity section a record will be displayed for each reminder email that they were sent).
If Spawtz shows that a reminder email was sent to a user either on the reminder details page or on the user activity page, then that means the email WAS sent out by Spawtz, but after that, we have no control over whether it was actually delivered, or whether it was sent to a junk mail folder etc. Users should be advised to add "firstname.lastname@example.org" to their list of allowed senders, and if they are still not receiving reminder emails, they will need to contact their IT department to find out if they are being blocked for some reason.
It should be noted that email is not a guaranteed delivery service, nor is there any way to guarantee that emails will be delivered within a particular time frame -that is not how email works. For any messages that must be delivered to users within a guaranteed time frame, we recommend using SMS instead.