Troubleshoot Message Delivery
Use the Outbox to check messages sent by staff and automatic Kanri emails. A message marked Sent was handed to the email or SMS provider. It does not guarantee that the recipient saw it.
Find the message
Section titled “Find the message”- Open Messages → Outbox.
- Search an email recipient address, SMS message text, or the broadcast’s label. Outbox search does not search every recipient’s name or phone number.
- Select the matching message to review its details and status. If needed, use the member’s Messages tab to find their conversation.
- For a broadcast, open its entry and check the status for the specific recipient.
The Outbox also shows automatic emails, such as invitations, payment receipts, and document-signing links. If the message is a broadcast, see Review broadcast delivery.
Understand the status
Section titled “Understand the status”| Status | What it tells you | What to check |
|---|---|---|
| Queued or Pending | Kanri has not confirmed delivery yet. | Give a newly queued message time to process, then check again. |
| Sending | A broadcast is still being processed. | Check its recipient-level statuses after processing continues. |
| Sent | The provider accepted the message for sending. | Ask the recipient to check their inbox, spam folder, or phone. |
| Delivered | The provider reported delivery to the destination. | Confirm the recipient is checking the correct email inbox or phone. |
| Opened | The channel reported an open event, not necessarily a person reading it. | If the recipient still cannot find it, verify which inbox or phone they checked. |
| Delayed | The email provider reported a delay. | Check again later. Do not send another copy just because delivery is delayed. |
| Failed | Sending failed, and the attempt will not be retried automatically. | Check the recipient details and requirements for the chosen channel before sending a new message. |
| Bounced | The recipient’s email provider rejected the address. | Correct the email address before sending another message. |
| Failed to send | The queued sending task failed. | Review the recipient-level error before starting another send. |
| Suppressed (opted out) | Marketing email was blocked by the address’s preference for this school. | Respect the preference; do not keep resending marketing messages. |
| Suppressed (hard bounce) | Non-security email was blocked because the address previously hard-bounced. | Confirm the address and contact support if the suppression appears incorrect. |
Delivery information can take time to appear. A provider’s Delivered status is not proof that a person read the message.
Check the recipient and channel
Section titled “Check the recipient and channel”- Email: Confirm the member or contact has the correct email address. For a broadcast, linked contacts qualify when Receive Communications or Can Manage is enabled. A member preview is not the final list of delivery addresses.
- SMS: Confirm the phone number is correct and the school has a configured SMS phone number. Check usage credits if SMS sending is unavailable.
- Member or guardian invitation: Confirm the invitation went to the email address the recipient can access. See Member Portal Access.
- Automatic email: Confirm the related member or billing record has the intended recipient details, then inspect the message entry in the Outbox.
If a message contains a personal placeholder, make sure Kanri can resolve it for the recipient. For placeholder details, see Message Placeholders.
Marketing opt-out does not block every automatic email. Security messages, such as password resets, are exempt from the email suppression checks.
Before sending again
Section titled “Before sending again”Correct the cause first. For example, fix a misspelled email address or phone number, confirm SMS is configured, or contact support about an unexpected suppression. Then send a new message only if the message type and current status allow it. Avoid repeated attempts to a bounced or opted-out address.
For a broadcast, review the recipient’s individual status before deciding whether to contact them another way. See The Outbox for the full status list and broadcast progress details.