If a member tells you that they did not receive one or more emails, your first step should be to read our "A member says they aren't receiving Novi emails from my site. What should I do?" article. This explains what's going on behind the scenes with your site's emails and gives suggestions on how to remedy the situation.

Almost every time, the issue is on the receiving end - meaning the email was sent to the member from your site, but their server is blocking it for one reason or another. In the original article, we mention that your member may want to contact their IT department if that's an option.

NADP Novi email = info@nadp.org. 

Another option would be for them to "Whitelist" your Novi "from" email address info@nadp.org. This essentially puts your email on their provider's "safe senders" list. Depending on who their email provider is, there are a few general steps that you can send them to do so:

Once they have whitelisted your email address, they may receive your emails in their spam/clutter folder as an extra precaution from their server. If you find that after doing these things they are now receiving your emails, ask them to do two more things to ensure that this does not happen again:

If they have an IT department that has strict rules regarding approved IP addresses or domains that need approval you can pass along the following IP addresses and Domains. Their IT department can "Whitelist" these to help mitigate deliverability issues.