Patients not Receiving Emails

Before identifying the cause of a patient not receiving an email, confirm that an email was sent. You can determine this by going to the patient's Notification Logs. If the email was sent, it would be listed there with a delivery status. There are several reasons why patients may not receive Noterro emails from you. Consider the following:

Troubleshoot Email Delivery Issues

Follow the steps below to identify and resolve issues where a patient might not receive emails:

1. The email address on file is invalid.

   Solution: Correct the email address on file.

2. For appointment reminders, the reminder wasn't enabled on the appointment.

   Solution: Ensure you enable Appointment Reminders on future appointments.

3. The receiver never received Noterro emails, not even in their spam folder.

   Solution: Check the patient's Notification Logs. Depending on the email status, follow the steps below:

   • If the email status is Complaint, they are on the suppression list. Contact us to request the email be removed from the list.
   • If the email status is Delivered, the email provider acknowledges receipt but does not deliver to the inbox. Try the following:
     1. Have the patient add noreply@noterro.com to their address book within their email provider.
     2. Have the patient email noreply@noterro.com (it will bounce; that's fine).
     3. Have the patient contact their email provider for support.
     4. Use a different email address.

4. The receiver sometimes receives messages.

   Solution: Some emails may be filtered as spam. Have them check their spam folder and always mark emails from Noterro as "not spam." Ensure their email account corrects this over time.

   You can also do a few things to help ensure your emails land in the inbox, not the spam folder:

While no provider can guarantee 100% email deliverability, Noterro uses industry best practices to ensure a high email deliverability rate. These practices include:

• SPF (Sender Policy Framework) to authenticate emails
• DKIM (Domain Keys Identified Mail) to ensure messages aren't altered in transit between sending and recipient servers
• DMARC, which stands for "Domain-based Message Authentication, Reporting & Conformance," an email authentication, policy, and reporting protocol
• IP reputation monitoring
• Blacklist monitoring

Checking Patient Notification Logs