Occasionally you will have clients saying they have not received emails. 

This will normally it will be solved by one of the following steps. 


Please ensure you've followed the steps prior to submitting a help ticket.


  1. The most common reason is the email address not being entered correctly. Once the email address is updated then the confirmation email can be re-sent via the appointment in the calendar
  2. The email has gone into a junk folder and the client is unaware. This particularly prevalent with Gmail accounts who have a junk folder and a promotions folder in addition to the inbox
    1. Gmail in particular will put most business emails that are received for the first time into the promotions folder until the user adds them to their safe senders list so they appear in their inbox.
  3. Adding notifications@sif.health to the client's safe senders list
  4. Someone has deleted the email accidentally.  If you go in to their appointment in the calendar then you can re-send the confirmation email and/or send any template for them to complete
  5. A client is claiming to not have received the email as they have not turned up to an appointment/ filled out any forms. Please email us the client email addres at support@sif.health, and we can check the records to see if the email has been sent

If after all of this there are still problems then please raise a ticket via the link above and we can investigate to see if it is a problem form our side or with their email provider.


Note: We've done extensive work to test that any emails sent from us pass spam quality checks.