Troubleshooting
Result email missing or in Junk
Diagnose the stage that failed.
1. Confirm the right event
An account-confirmation email, password-reset email and quiz-result email are different flows. Record which one is missing and the approximate time. For a result email, first confirm a published response and usable contact email were captured.
2. Check the available evidence
Look at the result delivery status and your test inbox, including Junk. A queued message is not a delivered message; a provider delivery event still does not prove inbox placement. Do not repeatedly submit customer addresses while diagnosing.
3. If it is in Junk
Moving your own test message to Inbox may improve your experience but does not prove delivery is fixed for everyone. The operator needs the actual message’s authentication results and sending-provider evidence to investigate domain alignment or reputation. Do not change DNS blindly based only on a missing root-domain SPF record.
4. What to report
Share the flow, time, inbox provider and visible error with your product administrator. Keep passwords, API keys, reset links and customer answers out of chat. The AI assistant cannot read your inbox, inspect server logs or resend a message.
5. Start by identifying which email is missing
An account-confirmation message, password-reset message and requested quiz-result email are different workflows. For a result email, completing a quiz or collecting an email answer is not the same as requesting delivery. Complete the published quiz, create the private result link, and use Email my result with the separate consent checkbox.
6. Use the visible status to narrow the problem
For quiz results, check Result email delivery and Refresh delivery in creator reporting. No request suggests the respondent may not have completed the request flow. Queued or sending means processing is incomplete; accepted means the provider accepted the message; delivered means the destination server accepted it. Bounced, failed or delayed states need their own investigation. Record the visible status and approximate time without sharing private links in chat.
7. If it is in Junk
Check a fresh test message, not only an older one. An operator should inspect authentication results on that actual message and compare them with the sending provider’s configured domain. Missing SPF on a root domain alone is not a diagnosis; the sender may use a subdomain. The AI assistant cannot inspect headers, provider logs or DNS on your behalf. Moving your own message out of Junk does not establish a fix for other recipients.
8. What to report if it still fails
Provide the affected workflow, public page type, approximate time, visible error/status, and whether a fresh message reached Inbox, Junk or neither. Do not provide your password, API key, reset URL, private report link or customer addresses to the AI assistant. Avoid repeated sends while investigating: a second accepted request does not explain the first failure.