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Must know
  • Turning your club’s email off (by the family, by staff or with the unsubscribe link) stops every campaign and your own rules’ emails. Receipts, invoices, payment notices and other built-in emails still arrive.
  • A permanent bounce or spam complaint blocks every email to that address, receipts included. Only Uplifter support can clear it.
  • Unsubscribe links never expire, and the unsubscribe page offers Actually, keep me subscribed.
  • Settings > Communication > Suppression List shows everyone your email no longer reaches, and why.
Email stops reaching a guardian for two different reasons, and each follows its own rules. A club opt-out is a choice about your club. The guardian sets it with the unsubscribe link or their Email Preferences. Staff or a data import can set it too, and so can a permanent bounce or spam complaint on your club’s email. A delivery block is a fact about the address. It follows a permanent bounce (for example, the mailbox does not exist) or a spam complaint, and it applies at every club on Uplifter. Your rules versus built-in emails. Emails from rules on the Organization Rules tab stop. Built-in emails on the System Rules tab keep sending, including the built-in payment and membership-expiry reminders, and so do copies a rule sends to your staff. Classification does not matter. Every email campaign carries an unsubscribe link in its footer and honours the opt-out, Billing and Membership included. One exception: invited guardians who never activated their account are left out of General and Newsletter campaigns only. What the family sees. The unsubscribe page says You’ve been unsubscribed and offers Actually, keep me subscribed, so a mis-click needs no help from you. In the family portal, Settings > Email Preferences has one Subscribed / Unsubscribed switch per club and shows Delivery paused when their address is blocked. See How do I stop or restart emails from my club? Bounces and complaints.
  • Only a permanent bounce blocks. A full mailbox or a temporary server problem never does.
  • Repeated temporary bounces raise a flag. Those at your club, on messages never later delivered, show as Delivery issues on the Suppression List. Email keeps sending.
  • A permanent bounce or complaint also turns your club’s email off for that guardian, with the source Bounce or spam report. When it came from a campaign, it counts in that campaign’s Unsubscribes, unless the guardian was already opted out at your club.
  • When Uplifter support clears a block, your club’s email comes back on only if the bounce or complaint was the sole reason it was off. If the guardian, staff or an import turned it off, it stays off.
Where to check a guardian. Settings > Communication > Suppression List (needs View Families) shows everyone your email no longer reaches, with a status (Spam complaint, Bounced, Blocked, Unsubscribed or Delivery issues) and where the change came from. The guardian’s Communication tab shows the same for one guardian. Turning email back on. Staff with Edit Families can turn it back on from the guardian’s Communication tab. If the guardian unsubscribed themselves, you are asked to confirm first. For a block, ask the family for a working address and update their profile. Step by step: How do I see which families my email no longer reaches? and How do I turn a family’s email off or back on? On a campaign. Blocked and unsubscribed guardians are removed before a campaign sends, so newer campaigns’ Recipients tab does not list them. Suppressed there means Uplifter deliberately did not send, for example to a deactivated account or someone removed from your club (they get no email from your club, receipts included). Complaints also add to Spam complaints on the Overview tab. Receipts to a blocked address. Nothing reaches a blocked address: Resend receipt shows “Recipient email address is blocked after a bounce or spam complaint” instead of success. Get a working address from the family and update their profile. Did an invoice email go out? An Email failed label beside the invoice status means it failed, and its tooltip gives the reason, including when the guardian has no email on file. Fix the address, then use Resend invoice. An email deliberately not delivered, such as to a blocked address, shows no marker, so check the guardian’s Communication tab. Notification Logs (on Settings > Communication > Notifications) list the invoice email as Sent, Failed or Skipped. There is no Not sent label on an invoice. See What do the invoice statuses mean? Related: How do I see which families my email no longer reaches? · How do I turn a family’s email off or back on? · How do I read email campaign analytics? · What notifications and emails will I receive?