Problem
If customers report not receiving emails sent through Sharper, there are troubleshooting steps that can be taken to determine if the issue lies with the email address provided or if Sharper is not sending emails.
Solution
The process of emailing through Sharper involves using the email provided by the property. If some customers are receiving the email and others are not, it is not due to Sharper malfunctioning; rather, it operates on an all-or-none basis. If one email is sent from Sharper then in theory all are. The first step in troubleshooting emails is to create an email to yourself through Sharper to replicate the customer experience. Various factors could be causing the issue, but we have compiled a set of steps you can follow to troubleshoot and assist your customers.
Replicate the issue:
In order to ensure that Sharper is functioning correctly, it's important to conduct a test reservation/invoice using your own information as the customer and then check if you receive the confirmation/invoice email.
If you received the email proceed to Step 2 for additional troubleshooting steps. Keep in mind that it may take up to 10 minutes for emails to arrive.
If the email isn't received, confirm there haven't been any recent updates to the email login credentials. If there have been updates, make sure to also update the password in Sharper. To accomplish this, navigate to System Settings → Email Addresses → Choose the relevant Email → Update Password → Save button. If you do not have access ask you system administrator. Should you still not receive any emails after updating the email password, reach out to Sharper for further investigation.
Verify email was delivered:
Review your email accounts inbox for any undelivered messages and verify the customer email address was not undelivered.
Verify email is correct:
Double-check the customer's email address is accurate. Sharper might encounter issues sending emails if the address is in all capital letters.
Verify email is not in spam folder:
Ask your customer to check their spam/junk folder.
Resend email:
Locate the email to your customer in your sent folder and forward it to the customer while advising them to add your email address as a contact in order to prevent it from being redirected into their spam/junk folder.
Contact email provider:
Recommend to the customer to contact their email provider directly regarding why they are not receiving your emails.