Check the customer's email on file
Open the customer record → confirm the email address is correct. A typo is the #1 cause.
Check the delivery log
Customer page → Activity tab → filter for 'Email'. You'll see every email we tried to send + the delivery status (sent / delivered / bounced / opened).
Spam filter
Bounced or marked as spam? The customer's email provider rejected it. Ask them to whitelist your sending domain. We use Resend with SPF/DKIM signed for high deliverability — but corporate filters sometimes still catch us.
Notification type disabled org-wide
Settings → Company → Notifications — check that the relevant type is enabled. If you turned off e.g. 'Service report email' for the whole org, no customer gets it regardless.
Per-customer opt-out
Open the customer record → Overview tab → 'Notifications' section. If the toggle is off, no emails or SMS go to that customer (everything is suppressed — service reports, invoices, reminders, the lot).
We're here.
Ask Dewey in plain English, or tell us what feature you wish existed.
