A customer says they didn't get an email

First, check what should have gone out. PoolHelm sends a customer four kinds of email: a service report after each completed visit, an invoice, a payment receipt, and a weather notice if a storm moves their visit. Each one has a different reason for not arriving.

Check these in order:

1. Is their email address right? Open the customer and look. A typo is the single most common cause and it’s a ten-second fix.
2. Is it in spam? Ask them to look, and to mark it “not spam” — that teaches their mail provider to trust your address for next time. A brand-new sender lands in spam more often than people expect.
3. For a service report: is the setting on? Service Email Enabled is a per-customer setting on the customer page, with an org-wide default under Settings → Organization. If it’s off for that customer, no report was ever sent.
4. For a weather notice: did they unsubscribe? Weather emails carry an unsubscribe link. If they followed it, weather notices stop — but invoices, reports and receipts keep coming.
5. For an invoice: was it actually sent? Open Invoices and check its status. A draft has never been sent to anybody. If it says sent, use Resend email — you don’t need to create a new one.
6. Did the visit actually complete? A service report is generated from a completed visit. A stop that was skipped or is still in progress hasn’t produced one.

If it’s happening to several customers at once, that’s a different problem from one address being wrong. Email support@poolhelm.com with two or three examples and roughly when they should have gone out.

See also: “Service report emails (proof of service)” and “When a customer wants fewer emails.”