> For the complete documentation index, see [llms.txt](https://help.dollarlabs.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.dollarlabs.io/dollarback-store-credit/troubleshooting-and-faq/emails-arent-arriving.md).

# Emails aren't arriving

A customer earned credit (or a code) but never got the email. Check in this order.

## 1. Are customer emails switched on for your store?

**Look at:** **DollarBack admin → Notifications**.

**You'll see:** if emails are gated off, the page shows only a banner — *"Customer emails are disabled"* — with no template list at all. This is a store-level switch that sits above the individual templates, and it's off until support enables it.

**Fix:** ask through the in-app chat, or use **Request** on the home page's Setup guide card. It's usually done the same day. Nothing is queued in the meantime, so past events won't send once it's on.

## 2. Is the template enabled?

**Look at:** **DollarBack admin → Notifications**. Every template — credited, redeemed, debited, birthday, referral reward, the four tier emails, expiry reminder, discount code earned, discount code expiry — has its own enable/disable toggle.

**You'll see:** the relevant template switched off. Disabled templates send nothing, silently.

**Fix:** enable the template. Past events won't be re-sent, but the next trigger will. While you're there, use the test-send option in the template editor to mail yourself a draft with mock data and confirm delivery end to end.

{% hint style="info" %}
Check you're looking at the right template. A customer who expected a "you've earned credit" email after a birthday reward gets **Birthday Credit**, not **Store Credit Credited** — and a customer who moved up a tier gets one of four tier emails depending on the move. See [Email notifications overview](/dollarback-store-credit/notifications/email-notifications-overview.md).
{% endhint %}

## 3. Has the customer unsubscribed?

**Look at:** the customer's subscription status for *your store's* DollarBack emails.

**You'll see:** the customer previously clicked the unsubscribe link in one of your notification emails. Unsubscribes are **per store**: opting out of your emails doesn't affect other merchants, and vice versa.

**Fix:** the customer must opt back in; you can't override an unsubscribe. Their credit still accrues normally; only the notification is suppressed.

## 4. Did the deliverability guard block the send?

**Look at:** the recipient's email address itself. Before every send, three checks run: address syntax, disposable-domain detection, and an MX-record lookup on the domain.

**You'll see:** an address that's malformed (typo like `name@gmail,com`), uses a throwaway domain, or belongs to a domain with no mail server. Any of these blocks the send before it leaves.

**Fix:** correct the customer's email address in Shopify admin. Future notifications send normally; nothing queues retroactively.

## 5. Check the spam folder

**Look at:** the customer's spam/junk folder, and your own after a test send.

**You'll see:** the email delivered but filtered, most likely when you're sending from the default shared identity rather than your own domain.

**Fix:** ask the customer to mark it "not spam". For a lasting fix, connect a custom sending domain (next check) so your emails authenticate as coming from you.

## 6. Is your custom sending domain verified?

**Look at:** the sender identity section in **DollarBack admin → Notifications**: the verification status of your custom domain's DNS records (DKIM and SPF/MAIL FROM).

**You'll see:** records pending or failing verification. An unverified or misconfigured domain hurts deliverability or prevents sending as that domain.

**Fix:** re-check the DNS records at your DNS provider against the values shown in the app (exact host names and values, no extra spaces) and wait for DNS propagation before re-verifying. Until it verifies, sends fall back to the default identity.

Still nothing after all six checks? Note the customer email, the template, and the trigger time, and contact support so we can trace the individual send.

## Related articles

* [Email notifications overview](/dollarback-store-credit/notifications/email-notifications-overview.md)
* [Customize email templates](/dollarback-store-credit/notifications/customize-email-templates.md)
* [Sender identity and custom domain](/dollarback-store-credit/notifications/sender-identity-and-custom-domain.md)
* [Credit expiry and reminders](/dollarback-store-credit/spending-store-credit-and-rewards/credit-expiry-and-reminders.md)