How to troubleshoot automated email issues

Step 1: Verify the constituent’s email address

• Open the constituent’s record in Altru.
• Confirm if the email address is accurate.
• If the email address is correct, go to Step 2.

Step 2: Check for SGS note attached to transaction in constituent record

• For online, advanced, or daily sales transactions, look for an SGS note attached to the sales order.
• For back office or batch processed transactions, look for an SGS not attached to the membership documentation.
• If the SGS note exists, try Resending an email from Email Designer or Request to resend membership card(s).
• If no SGS note exists, proceed to Step 3.

Step 3: Review the query in Altru

For this step, you want to confirm that the query parameters are correct by checking the Altru query associated with that email template in SGS.

• If the parameters are NOT correct, follow the instructions listed in Update queries to existing emails to update the query. Updating the query BEFORE disabling the email template will cause errors.
• If the parameters are correct, move to Step 4.

Step 4: Investigate in Email Designer

• Log in to Email Designer and locate the corresponding email template.
• Check the email delivery status from the Activity tab for the specific date(s) of the transaction.
• If the email exists and was sent but bounced, correct the email address and resend.
• If the email was never sent or does not exist, contact the support team for further investigation.