This guide helps you determine why a notice wasn’t received by email. Follow the steps in order, and move to the next step only if the issue is not yet explained.

Step 1 – Was the Notice Generated?

• Check the Delivery Method Report or Bill Archive.

• Confirm the notice appears in the batch and was created.

⚠️ If the notice was flagged as:

• Not Issued

• Not Printed

• Not Emailed

• Returned to Council

…it will not be delivered, regardless of registration.

➡️ If not generated: issue explained.
➡️ If generated: continue to Step 2.

Step 2 – Check the Delivery Method

Look at the Delivery Method in the Delivery Method Report or Bill Archive.

➡️ If Delivery Method = Post → go to Flow A.
➡️ If Delivery Method = Email → go to Flow B.

Flow A – Notice Was Expected to Be Emailed, But Was Posted

1. Check User Email Profile

   • Is the profile Active?

   • Profiles at Sign Up status or marked Inactive will not receive notices.

   • If not Active → issue explained.

   • If Active → go to Step 2.

2. Check Timing of Registration

   • Was the email registration completed before the notices were issued?

   • Registrations after issue don’t apply.

   • If registered late → issue explained.

   • If registered before issue → go to Step 3.

3. Check Account Setup

   • Is the correct Account linked to the User?

   • Account must match the Name and Assessment on the notice.

   • If not linked correctly → issue explained.

   • If linked correctly → go to Step 4.

4. Check for Name Changes

   • Did the Name on the notice change from the one on the User profile?

   • If so, the system defaults to post.

   • If mismatch → issue explained.

   • If matches → contact support.

Flow B – Notice Was Emailed, But Not Received

1. Check the Email Delivery Report

   • Confirm the notice was sent to the expected email address.

   • Check if another user has registered:

     • Newer registrations override older ones.

     • A Major Agent registration overrides both.

   • If wrong address or overridden registration → issue explained.

   • If correct → go to Step 2.

2. Check the Bounce Report

   • Did the email bounce?

   • Common reasons:

     • Invalid/misspelled address

     • Full mailbox

     • Mail server rejection

   • If bounced → issue explained.

   • If not bounced → go to Step 3.

3. Check Read Receipts (Activity Log)

   • If a Read Receipt is present, the email was opened.

   • ⚠️ This confirms the customer accessed the notice.

   • If read receipt present → issue explained.

   • If no receipt → go to Step 4.

4. Confirm Delivery & Check Spam/Junk

   • If the notice shows as Delivered (it will if emailed and not bounced), it reached the mail server.

   • Ask the recipient to:

     • Check Spam/Junk folders

     • Check for mail filters/rules redirecting emails

   • If found → issue explained.

   • If not → contact support.

Quick Path Summary

1. Was the notice generated?

   • ❌ No → Not delivered by design.

   • ✅ Yes → Check Delivery Method.

2. Delivery Method:

   • Post → Flow A (profile/account/registration checks).

   • Email → Flow B (report/bounce/read/spam checks).