Reminder delivery and troubleshooting

The Reminders section shows the next scheduled email for each relevant recipient, with the applicable deadline and timezone, followed by delivery history.

The statuses distinguish:

Status	Meaning
Waiting to send	A delivery is queued.
Sending	A delivery attempt is being processed.
Accepted by provider	The sending provider accepted the request.
Delivered to mail server	Delivery was reported to the recipient's mail server.
Failed	A failure was recorded.
Result needs review	The final result could not be confirmed.
Cancelled	The scheduled delivery was cancelled.

Delivered does not mean read. A person's acknowledgement of an obligation is a separate event.

Where available, failed or uncertain results can be retried or dismissed after review. Retrying an uncertain result can send a duplicate if the provider received the original, so the interface asks the user to acknowledge that possibility.

Good practice: Demonstrate the schedule first. If no email is scheduled, check the open dates and recipients rather than assuming that saving a record guarantees a future email.

No reminder is scheduled

Check that the record has an open obligation date, an assigned owner or eligible recipient, and an upcoming reminder offset. Confirm the recipient's timezone. Check for a reminder pause or a completed date.

For external recipients, open Account > Contacts. They must be assigned and confirmed, and must not be archived, unsubscribed or suppressed. They receive future eligible offsets; earlier missed offsets are not replayed.

A confirmation is waiting to send

Saving a contact does not send a confirmation. Choose Send confirmation explicitly. The service checks the queue every five minutes, so a newly queued confirmation normally begins processing within that interval; queue load and provider delays can add time.

Use Check delivery in Contacts. Reported delivery means the receiving server accepted the message, not that the person clicked Confirm reminder emails. Ask the recipient to check their inbox and spam folder, then confirm through the link.

Failed or uncertain delivery

Inspect the recorded error before retrying. A rejected address, disabled channel or invalid provider setup needs correcting first. Verified bounces and complaints can suppress an external contact to stop further failed or unwanted sends.

Automatic provider retries are bounded. If the outcome is uncertain, a manual retry can duplicate a message that the provider already accepted. The app makes that risk visible when offering a retry. Do not repeatedly retry an opted-out or suppressed contact.

If the history remains unclear, contact support with the record reference and time. Do not share private calendar, upload or confirmation links publicly.