If a member is having email problems it is possible their email has been restricted due to either reporting a club message as spam, or their email provider reporting their email permanently failed.

If you are an Administrator on the account, you can check this by going to the People area. From this page, look for an icon next to the member's email address (see below).

Click on this icon to see the reasoning for this restriction, and remove it.

Note - Kiwanis Clubs will want to click the red Admin button on the People page, first, and then select the Roles & Email Restrictions option.

Additional Note: If the reason for the restriction states that the member has opted out of certain emails, this cannot be resolved by any other than the member themselves. For further instructions on handling this type of incident, please see the following resource: Update Notification Email Preferences

When removing restrictions you always want to make sure their email is still valid. A member may have a restriction lifted 5 times before it is permanent. This is to protect the integrity of the mail servers for all users.

If no restrictions are present for your members, it is very likely that these members' email clients are blocking emails that are coming from Portalbuzz altogether.

In this case, we would recommend your members do one of three options for a possible resolution:

  1. Log into their email client (i.e. Gmail, Outlook, Yahoo, etc.) and add comms@portalbuzz.com to their Address Book. This is the address that all communications through the Portalbuzz system come from.
  2. Work directly with their email client, and see if their team is able to lift any restrictions/blocks from their end.
  3. Enter a different email address for themselves in Portalbuzz.

If you have any additional questions, please let our team know!

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