Reasons why patients may not be receiving emails from clinic

Before trying to identify 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 email 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!

You can also do a few things 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% email deliverability, Noterro uses 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