Emails notifications "rejected to deliver" by SP

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Misty Gibson

• September 01, 2023 18:27

Hi!
I have a client in my system and they're not receiving any emails at all. SP keeps kicking back that the email is being "rejected to deliver. Update their email address". I have checked and their email is not used anywhere else in our practice. It's a Yahoo email and is spelled correctly, set to Home email, and anything else I could find that might reject it for whatever reason. I went as far as to getting a different email from them (a gmail address this time) and it is still refusing to deliver emails. Anyone have any idea what could be causing this? I've never had an issue like this with any other clients, just this particular one.

Thank you!

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  Sarah Litt

  • September 05, 2023 13:10

  Same here, and they did not do this previously for this email account.

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  Wendy Enden

  • September 20, 2023 17:47

  I have this problem as well.  Can someone help with this?

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  Adam Sola

  • September 22, 2023 09:45

  I have the same problem. My client and I communicate on gmail through this same email address he provided, but somehow all simple practice emails to this address are rejected. He is using a yahoo email address as well.

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  Jill Smith, MA, LPC

  • October 04, 2023 22:24

  I have two emails that are not going through. I have checked the email address with the client and it is correct. One is a new client so I am unable to get the intake link to the client. The other has been on the software for a long time. She is not receiving reminders or invoices. I have to send these through my email.

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  Office Manager- Meredith Whitley

  • November 01, 2023 15:24

  I believe the folks at SP mentioned that if a client blocks the email address by accident/on purpose, this will happen. There should be a blocked sender list in email to check.

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  Office Manager- Meredith Whitley

  • November 01, 2023 15:39

  FYI- SP chat support just let me know that the reason we are having this issue with a client currently is "The email account that you tried to reach is over quota and inactive". So, it may be good idea to contact SP chat support and they'll ask you for the secure link to the client file, and can see the back end of the issue. Hope that helps! 11/1/23

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