Customer didn't get my email

Most often it's a spam filter, a typo in the email address, or a corporate email policy blocking external links. Walk through the checks in order — by step 3 you've usually solved it.

1. Check the email address

Open the approval link record (Estimates / Change orders / Invoices → click the one you sent → see the recipient). The Customer email field is what we sent to. Typos here are the #1 cause of "the customer didn't get it."

Common typos: gmail.com → gmial.com, .com → .co, missing letters in long company domains. If the email address looks right but you have a phone number, ask the customer to read it back to you while you check the workspace record.

2. Check spam — for them and for you

Construction Scope sends from a no-reply address that's authenticated (SPF, DKIM, DMARC all configured correctly), but first-time emails to a new customer's inbox sometimes get filtered. Ask the customer to:

• Check the Spam or Junk folder for an email from constructionscope.net or your workspace email address.
• Check the Promotions tab (Gmail) or the Other inbox (Outlook).
• Mark the message as Not Spam if they find it — this trains their filter to deliver future emails to the inbox.
• Add hello@constructionscope.net and your workspace email to their contacts.

On your end, check Settings → Audit log → filter to Email. You can see whether the email was sent successfully from our side. If it shows Failed there, the issue is upstream of the customer's inbox — see step 4.

3. Resend or copy the link directly

From the document (estimate, change order, or invoice), click Send for approval again. This fires a fresh email with a new timestamp. Sometimes the second email goes through when the first one was lost or filtered.

If email keeps failing, copy the approval URL directly and text it to the customer. Same URL, no re-creation needed. The link opens on any browser, no app or login required. Most disputes about "I didn't get the email" resolve the moment you text them the link directly.

4. Check workspace email verification

If you've recently changed your workspace billing email and haven't verified it, outgoing email may be paused. Settings → Workspace → check that your email shows a green Verified badge. If it doesn't, click Resend verification and follow the link in the email we send you.

5. Corporate email blockers

Some companies (especially larger HOAs, property management firms, and commercial customers) have strict outbound link policies that strip external URLs from emails. If the customer says they got the email but can't see the Open button, this is usually the cause.

Workaround: copy the approval URL and send via SMS or a personal email (Gmail / Yahoo) instead. Or, if they have a personal email they can use, ask them to use that one instead of the corporate address.

6. Still stuck?

If you've worked through all five steps and email is still not landing, send us your workspace name and the affected customer's email address. We check the delivery logs on the sending side (our Postmark account) and can usually identify the failure within a few minutes — sometimes it's a domain-level issue, sometimes it's a temporary upstream outage we'd want to know about anyway.