Emails Not Sending

Emails Not Sending

If your reminder emails are not being sent as expected, there are several common causes to check. Solido requires a chain of settings to be correctly configured before emails will be generated and delivered. Work through the checklist below to identify and resolve the issue.

Troubleshooting Checklist

Follow these steps in order. Each one addresses a different part of the email delivery chain:

1. Check your mailbox is connected: Go to Settings → Email Mailboxes and confirm that at least one email account is connected and showing as active. If no mailbox is connected, Solido has no way to send emails on your behalf.
2. Check your reminder rules are set: Go to Settings → Email Reminders and verify that you have at least one active reminder rule configured. Reminder rules define when and how emails are generated. If no rules exist, Solido will not create any reminder emails.
3. Check the customer has reminders toggled on: Navigate to Contacts, find the customer in question, and open their detail page. Confirm that the Reminders toggle is switched on. If this toggle is off, no reminders will be sent for any of that customer's invoices.
4. Check at least one contact is toggled on: On the same customer detail page, scroll to the Contacts section and confirm that at least one individual contact has their toggle switched on. Even if the customer-level toggle is on, emails will not be sent if every individual contact is toggled off because there is no recipient to send to.
5. Review scheduled emails: Navigate to the Emails page and check whether any emails are scheduled. If emails appear in the schedule but have not been sent yet, they may be waiting for their scheduled delivery time. If no emails are scheduled at all, the issue is likely with one of the steps above.

Customer Not Receiving Reminders

If a specific customer is not receiving reminders while others are, run through the same checks above for that particular customer. Additionally, verify that the customer has at least one unpaid invoice in Solido. Reminders are only generated for invoices that have an outstanding balance. If all of a customer's invoices are marked as paid in Xero, no reminders will be created.

Also check whether the customer's invoices match the criteria in your reminder rules. For example, if your first reminder rule is set to trigger 7 days after the due date, invoices that are less than 7 days overdue will not yet have a reminder generated.

Wrong Timezone for Emails

If emails are being sent at unexpected times, the issue is likely your workspace timezone setting. Solido uses the timezone configured in your workspace settings to determine when scheduled emails are delivered. If this is set incorrectly, emails may be sent in the middle of the night or at other undesirable times.

To fix this, navigate to Settings → General Settings and update the Timezone field to match your business operating timezone. Save your changes. Future scheduled emails will use the corrected timezone. Note that emails already scheduled will not be adjusted. Only newly generated emails will reflect the change.

Emails Delayed by Non-Working Days

If an email was expected on a particular date but arrived later, check your working days configuration in Settings → General Settings. Solido will not send emails on non-working days. If a reminder is scheduled for a Saturday and your working days are Monday to Friday, the email will be held until Monday. This is expected behaviour designed to ensure emails arrive during business hours.

Getting Help

If you have worked through all the steps above and emails are still not sending, contact the Solido support team at [email protected]. Include your workspace name, the customer and invoice in question, and a description of what you have already checked. Our team will investigate and get back to you promptly.