> ## Documentation Index
> Fetch the complete documentation index at: https://help.riiwards.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Fix missing reward emails and improve delivery

> Troubleshoot when a customer didn't get a reward email, and make sure Rewards Club notifications reach your own inbox instead of spam or junk.

Rewards Club sends your reward emails from the riiwards.com domain, and most emails reach the inbox. When a customer says a reward never arrived, the cause is usually a typo, an unverified email address or a spam filter. Use the checklist below to find and fix it, then learn how to keep Rewards Club notifications out of your own spam folder.

## When a customer didn't get a reward email

Open the customer in [Customer History](https://help.riiwards.com/customers/customer-history.md) (search for them on **Customers & Stats** and click their row), then work through these checks.

**1. Check the email address for typos**

A mistyped address, such as `name@gmail.con`, is the most common cause. If it is wrong, click **Change Email** and enter the right one. The customer verifies the new address before it is used.

**2. Check that the email is verified**

Rewards are only sent to verified addresses. A **Verification pending** badge means the customer has not clicked the link in their verification email yet. Ask them to look for it, including in Spam or Junk.

**3. Check that the customer is subscribed**

An **Unsubscribed** badge means the customer no longer receives your emails. If they unsubscribed by mistake, they can sign up again.

**4. Check the status of the reward**

In **Recent Activity**, look at the reward's **Status**. **Email could not be delivered** (and a **Delivery issue** badge) means the address bounced, so ask the customer for another address.

**5. Ask the customer to check other folders, then resend**

Ask them to search for your business name or Riiwards in their Spam, Junk, Promotions and Other folders, and mark the email as Not Spam. Then click **Resend** next to the reward if you need to send it again.

> [!NOTE]
>
> Workplace and business email addresses can block automated emails. Customers with such an address may need to ask their IT administrator to allow emails from riiwards.com, or use a personal address.

Still missing? Email [support@riiwards.com](mailto:support@riiwards.com) with the customer's email address, the reward they expected and roughly when it should have arrived. We check the email activity for you.

## Make sure you receive Rewards Club emails

Your account email receives notifications such as customer feedback and newsletter results. If you use a custom or company email domain, stricter filters may send these to spam.

* Add the **riiwards.com** domain to your safe senders list.
* Mark any Rewards Club email you find in spam as **Not Spam**.
* Ask your IT provider to allowlist emails from riiwards.com. For the technical details your IT provider needs, contact [support@riiwards.com](mailto:support@riiwards.com).

## Tips for better delivery

* Set a **Customer Contact Email** you check in [Business info](https://help.riiwards.com/account/business-info.md). Customers' replies to your emails go to this address.
* Keep your reward text and subject lines clear and friendly. See [Edit reward emails](https://help.riiwards.com/rewards/edit-reward-emails.md).
* Use [Send Test Email](https://help.riiwards.com/rewards/edit-reward-emails.md) to see how your emails arrive before customers get them.

## Related

> [card] [Customer history](https://help.riiwards.com/customers/customer-history.md)
>
> Resend rewards and fix email addresses.

> [card] [Business info](https://help.riiwards.com/account/business-info.md)
>
> Set your account and contact emails.

> [card] [Frequently asked questions](https://help.riiwards.com/privacy/faq.md)
>
> More quick answers.


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