If automated or manual emails aren't being delivered to visitors, follow these steps to diagnose and fix the issue.

Check SMTP Configuration

The most common cause of email delivery failures is incorrect SMTP settings. Only administrators can check this:

  1. Go to Settings > Email Settings.
  2. Verify all SMTP fields are filled in correctly:
    • SMTP Host
    • Port (587 for TLS, 465 for SSL)
    • Username and Password
  3. Click Test Connection to verify the settings work.
  4. If the test fails, double-check your credentials and try again.

Common SMTP Issues

Authentication Failed

This usually means the username or password is incorrect:

  • Re-enter your password: There may be a typo or extra space.
  • Check for password expiration: If you recently changed your email password, update it in VisiConnect.
  • Use an app password: Gmail and other providers often require an "app password" for third-party apps. Generate one in your email account settings.

Connection Timeout

The SMTP server isn't responding:

  • Verify the host and port: Check your email provider's documentation for the correct SMTP settings.
  • Check firewall rules: Your network may be blocking outbound connections on the SMTP port.
  • Try a different port: Some networks block port 587. Try 465 (SSL) or 2525 as an alternative.

TLS/SSL Errors

  • Match the encryption setting: If your SMTP server uses TLS, select TLS in VisiConnect. If it uses SSL, select SSL.
  • Update your server's certificates: Outdated SSL certificates can cause connection failures.

Emails Going to Spam

If emails are being sent but landing in recipients' spam folders:

  • Check your domain's SPF record: Add VisiConnect's sending IP or domain to your SPF record.
  • Set up DKIM: DKIM signing improves deliverability. Contact your email provider for instructions.
  • Use a reputable from address: Avoid free email domains (gmail.com, yahoo.com) as the from address. Use your church's domain.
  • Avoid spam trigger words: Words like "free," "urgent," or excessive punctuation can trigger spam filters.
  • Ask recipients to whitelist your email: Include instructions in your first email asking recipients to add your address to their contacts.

Email Quota Exceeded

If your email provider has daily sending limits, you may hit the quota during large campaigns:

  • Check your provider's limits: Gmail allows ~500 emails/day, Outlook ~300/day.
  • Consider a dedicated email service: For higher volumes, use SendGrid, Mailgun, or Amazon SES.
  • Space out your sends: Configure email sequences to send over several days rather than all at once.

Check Email Analytics

Visit Settings > Email > Analytics to see delivery statistics:

  • Bounced emails: These couldn't be delivered. Check the bounce reason (invalid address, mailbox full, etc.).
  • Failed sends: Technical failures during the send process.
  • Open and click rates: Low rates may indicate deliverability issues.

Manual Email Not Sending

If you're trying to send a manual email to a visitor and it fails:

  1. Verify the visitor has a valid email address on file.
  2. Check that your SMTP settings are working (test connection).
  3. Try sending from a different browser or device.
  4. Check if the email is stuck in your outbox (some email clients queue it).
Tip: Set up email analytics monitoring. Enable weekly summary emails to track delivery health over time. A sudden drop in delivery rates often indicates a configuration issue.

Still Not Working?

If you've tried all the above and emails still aren't sending:

  1. Take a screenshot of your email settings (hide your password).
  2. Note any error messages from the test connection.
  3. Contact your email provider's support to verify your account is in good standing.
  4. If the issue persists, contact VisiConnect support at getvisiconnect.com/contact.