Overview
This Support-driven troubleshooting guide helps resolve the most common reasons that visitor emails or notifications fail. Follow these steps before escalating to Support.
A. Troubleshooting Visitor Invitation Emails
1. Check Spam/Junk Folder
Ask the visitor to check:
Spam
Promotions
Other auto-sorted folders
2. Confirm Visitor Email Spelling
90% of failures are caused by typos.
3. Ensure the Invitation Was Submitted
If the host never clicked Submit, the email will not send.
4. Resend the Invitation
Use the Resend Invitation option.
5. Check for Alternate Email Used
Visitor may check in using a personal email.
6. Check for Email Suppression
If visitor previously unsubscribed or bounced emails, Support may need to remove suppression.
B. Troubleshooting Missing QR Codes
1. Ensure the Invitation Email Was Actually Delivered
QR codes are inside the invitation email.
2. Confirm Visitor Email Field Was Filled Out
Empty email field = no invitation.
3. Resend Invitation After Verifying Email
Update visitor profile first if incorrect.
4. Ask Visitor to Try Using SMS Link (if enabled)
Sometimes SMS succeeds when email does not.
C. Troubleshooting Missing Host Arrival Notifications
1. Ensure Host Was Added as an Organizer
If not added, they will not receive anything.
2. Ensure “Notify on Visitor Arrival” Is Checked
Required for notifications to send.
3. Confirm Host Email Accuracy
Typos are extremely common.
4. Verify Host Is Active in the Tenant
Disabled hosts cannot receive notifications.
5. Check that Visitor Actually Checked In
Scanning QR code alone does not send notification.
6. Resend Notification
Use the Resend Notification tool.
D. Troubleshooting Kiosk Notification Emails
1. Restart the Kiosk
If the kiosk is frozen, notifications may fail.
2. Validate Wi-Fi Connection
Kiosk must be online to send emails.
3. Verify Host Email
As with other notifications.
E. Troubleshooting Password Reset Emails
1. Confirm User Email Spelling
Must match user profile exactly.
2. Check Spam Folder
3. Ensure User Exists in Tenant
Tenant Admin may need to re-invite.
F. When to Escalate to Support
Multiple users in tenant not receiving emails
Domain-wide block (e.g., company firewall)
Email suppression issues
Watchlist notifications not sending across building
Persistent QR code failures
Include examples + visitor email + host email when submitting a ticket.
Comments
0 comments
Article is closed for comments.