There are several reasons why a member may not be receiving emails. Some of these can be addressed in GymMaster, while others may be outside our control.
Step 1: Check the Member’s Email Details
First, confirm the member has a valid email address entered in their profile:
Navigate to the Member’s profile > Details > Contact > Email
Also ensure they are subscribed to receive emails:
Navigate to the Member’s profile > Details > Contact > Subscriptions
Step 2: Check the Communication Tab
Go to the member’s Communication tab and look for the email in question.
If the email is not listed: This means no attempt has been made to send it to this member (either manually or automatically).
If the email is listed with no error icon: This means the email was sent successfully from GymMaster. If it hasn’t been received, it may have gone to their spam folder or been blocked by their email provider.
If the email is listed with an error icon: Hover over the icon to see more details. This will tell you why the email was not sent, or why it bounced back.
Step 3: Check the Email Status in Reports
To review the status of emails sent to any member:
Navigate to : Report & Till > Standard Report > Retention > Communication Sent
Common External Issues
Even if GymMaster successfully sends an email, delivery can fail for reasons outside our control, including:
The email being flagged as spam
The recipient’s mailbox being full
The email server rejecting the message due to security or policy settings