Emails do not arrive
A guest password, a notification or a scheduled report never reaches the inbox.
Symptom
A guest chose e-mail sign-in and the password message does not arrive. Or admins stop receiving notifications and scheduled reports that used to come.
Check these first
- Run the connection test under Settings → Email (SMTP). A failing test is the whole answer; fix it first.
- Look in the recipient's spam or junk folder, and in any quarantine your mail provider keeps.
- Check the address for typos, and ask whether the recipient unsubscribed from Captivo e-mails earlier; unsubscribed addresses are skipped.
Possible causes
No tenant SMTP is configured
How to tell: Admin notifications arrive, but guests who choose e-mail sign-in never get their password.
Fix: Guest passwords are sent only through your own SMTP server, never through the platform's, so that they leave from your domain. Configure it under Settings → Email (SMTP).
The SMTP connection test fails
How to tell: The test reports an authentication, port or TLS error.
Fix: Use port 587 with STARTTLS or 465 with SSL. Gmail and Microsoft 365 require an app password instead of the account password, and the sender address must belong to the authenticated account.
Spam folder and SPF/DKIM
How to tell: The test passes and the log shows the message as sent, yet it lands in spam or vanishes.
Fix: Publish SPF and DKIM records for the sender domain with your mail provider, and keep the sender address on that same domain. Without them large providers reject or silently discard the message.
The recipient has unsubscribed
How to tell: One address never receives anything while others do, and Settings → Logs (E-mail tab) shows no row at all for that attempt — not sent, not failed.
Fix: The recipient used an unsubscribe link in an earlier message, and Captivo honours it for all later mail to that address. Contact support to lift it at the recipient's request.
If it is still not solved
- The recipient address and the time
- Which kind of e-mail is missing: guest password, notification or report
- Your SMTP provider and the connection test result
- Whether the message appears in the send log