Patients not Receiving Emails

Before trying to idenitfy the cause of a patient not receiving an email, first confirm that an email was sent. You can determine this by going to the patient's Notification Logs. If the email was sent, then it would be listed there, with a delivery status. There are several reasons why patients may not receive Noterro emails from you. Consider some of the following.

There are also a few things you can do to help ensure your emails land in the inbox and not the spam folder. Ensure your email notification's content doesn't have "spam-like" characteristics. Send yourself a test email, and review the email to ensure the Subject and Body of the email are well written and do not contain spam-like characteristics including:

While no provider can guarantee 100% deliverability of emails, Noterro makes use of industry best practices to ensure a high email deliverability rate. Some of these practices are:

Listed Scribes on the Dashboard Cannot be Added Because the Note has been Finalized

Bookable Time is Being Display in Online Booking when it is not Available

Unable to Log in

Forgot Password

Patient not receiving SMS / text message

Why am I receiving emails from noterromail.com or noterro.team?

Export Data Out of Noterro

Error Message when Trying to Add a Credit Card to a Patient Profile

Patient Not Appearing on the Patient Listing Page

Before trying to idenitfy the cause of a patient not receiving an email, first confirm that an email was sent. You can determine this by going to the patient's Notification Logs. If the email was sent, then it would be listed there, with a delivery status. There are several reasons why patients may not receive Noterro emails from you. Consider some of the following.

  • The email address on file is invalid.
    Solution: Correct the email address on file.

  • For appointment reminders, the reminder wasn't enabled on the appointment.
    Solution: Ensure you enable Appointment Reminders on future appointments.
  • The receiver never receives Noterro emails, not even in their spam folder.
    Solutions: Check the patient's Notification Logs. Depending on the status of the email, follow the steps below.
    • If the email status is Complaint, then they are on the suppression list. Contact us to request the email be removed from the suppression list.
    • If the email status is Delivered then their email provider is acknowledging receipt of the email but not delivering it to their inbox. Below are a few steps that can be taken to try to resolve this.
      • Have the patient add noreply@noterro.com to their address book within their email provider. This will help the email provider learn that the patient expects emails from this address.
      • Have the patient send an email to noreply@noterro.com (it will bounce, that's fine). This will help the email provider learn that the patient expects emails from this address.
      • Have the patient contact their email provider for support since the issue is on their end.
      • Use a different email address.
  • The receiver sometimes receives messages.
    Solution: It's possible that some emails are being filtered by their email provider as spam, have them check their spam folder and always mark them as "not spam". Their email account should correct this over time, hopefully, the next time!

There are also a few things you can do to help ensure your emails land in the inbox and not the spam folder. Ensure your email notification's content doesn't have "spam-like" characteristics. Send yourself a test email, and review the email to ensure the Subject and Body of the email are well written and do not contain spam-like characteristics including:

  • Words - "free", "guarantee", and "opportunity"
  • Phrases - "be amazed", "your income", and "check or money order"
  • Uppercase - Writing in ALL CAPS
  • Punctuation - Excessive use of "...", "!!!" and "???"
  • Links - Excessive use of "click here", very long URLs, or links that direct to problematic websites
  • Symbols - Excessive use of $$, %, and other symbols

While no provider can guarantee 100% deliverability of emails, Noterro makes use of industry best practices to ensure a high email deliverability rate. Some of these practices are:

  • SPF (Sender Policy Framework) to authenticate emails
  • DKIM (Domain Keys Identified Mail) to make sure messages aren't altered in transit between the sending and recipient servers
  • DMARC, which stands for “Domain-based Message Authentication, Reporting & Conformance”, is an email authentication, policy, and reporting protocol
  • IP reputation monitoring
  • Blacklist monitoring

Before trying to idenitfy the cause of a patient not receiving an email, first confirm that an email was sent. You can determine this by going to the patient's Notification Logs. If the email was sent, then it would be listed there, with a delivery status. There are several reasons why patients may not receive Noterro emails from you. Consider some of the following.

There are also a few things you can do to help ensure your emails land in the inbox and not the spam folder. Ensure your email notification's content doesn't have "spam-like" characteristics. Send yourself a test email, and review the email to ensure the Subject and Body of the email are well written and do not contain spam-like characteristics including:

While no provider can guarantee 100% deliverability of emails, Noterro makes use of industry best practices to ensure a high email deliverability rate. Some of these practices are:

Listed Scribes on the Dashboard Cannot be Added Because the Note has been Finalized

Bookable Time is Being Display in Online Booking when it is not Available

Unable to Log in

Forgot Password

Patient not receiving SMS / text message

Why am I receiving emails from noterromail.com or noterro.team?

Export Data Out of Noterro

Error Message when Trying to Add a Credit Card to a Patient Profile

Patient Not Appearing on the Patient Listing Page

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Get started with
Noterro today!

Try Noterro and discover that running your practice doesn’t need to feel overwhelming
Invoice

Get started with
Noterro today!

Try Noterro and discover that running your practice doesn’t need to feel overwhelming
calendar date picker
invoice