Emails are not arriving

1. Which emails Metrara sends

Email	Who receives it	When
Invitation	New team members and client users	When you invite someone
Password reset	The person who asked for it	After Send recovery email
Weekly briefing	Admins, team members and, if enabled, client users	Monday morning
Alerts	Admins, team members and, if enabled, client users	On a clear deviation, at most once a week while it lasts
Budget reached	Admins and team members	When a client budget is used up
Timesheet reminder	Admins and team members	Friday afternoon
Tasks and mentions	Team members with an email address	When a task is assigned or someone @mentions them
Report	Client users of that client	When you publish a report
Invoice	The billing email address	After every payment

2. Check your spam folder first

Most missing emails end up in spam, junk or a promotions tab.

1. Search your mailbox, including spam and junk, for noreply@metrara.com.
2. Mark the email as not spam.
3. Add noreply@metrara.com to your contacts or safe senders list.
4. Work email with a company filter? Ask your IT department to allow noreply@metrara.com.

3. The password reset email doesn't arrive

After Send recovery email you always see the same confirmation, whether or not the address has an account. That way nobody can find out who uses Metrara.

1. Check that you typed the email address you sign in with. Click try a different email address to try another one.
2. Check your spam folder.
3. Wait at least 60 seconds before asking again. Metrara sends one recovery email per address per minute; a second request within that minute sends nothing.
4. Use the newest email. The link is valid for one hour and works on any device.

If the link opens The link has expired or has already been used. Request a new one., request a new email. See I can't log in.

4. An invitation doesn't arrive

Metrara shows Invitation sent to and the address once the email is sent. If sending fails, you see a message with a link to share yourself instead. Delivery can still go wrong at the recipient's side.

1. Ask the person to check spam for noreply@metrara.com.
2. Check the spelling of the address in the list under Manage › Team or under the client's users.
3. If the address is wrong, click Remove and invite the right address.

Someone who already has a Metrara login gets an email saying they have access, without a link. They sign in with their existing password.

5. An invitation link has expired

The link in an invitation email works for a limited time and only once. The account already exists, so the person doesn't need a new invitation.

1. Ask the person to open the login page and click Forgot password?.
2. They enter the invited email address and click Send recovery email.
3. They click the link in the new email and choose a password.

6. The weekly briefing doesn't arrive

The briefing goes out on Monday morning. It is skipped when:

• you switched it off in Settings;
• an admin switched off weekly briefing for you under Manage › Team;
• none of your businesses had figures, signals, to-dos, tasks or goals to report that week;
• the business is inactive.

To switch it on:

1. Click your account icon and choose Settings.
2. Under Weekly briefing and alerts, turn on Send me the weekly briefing.
3. Admins: go to Manage › Team and check that weekly briefing is ticked for the person.

7. Alerts don't arrive

An alert is sent on a clear deviation, such as revenue or visitors far below average or ads without conversions. A lasting deviation is reported at most once a week, so no alert does not always mean a problem.

1. In Settings, under Weekly briefing and alerts, turn on Email me when something clearly deviates.
2. Admins and team members: also check that notable changes is ticked under Manage › Team. For your own team, this checkbox decides whether alerts are sent.

8. A client user doesn't get the briefing or alerts

By default the weekly briefing and alerts go only to your team. Client users only receive them when you switch this on per business. Until then, client users don't see the email options in their Settings.

1. Go to Manage, choose the business and open Visible to the client.
2. Under Weekly briefing and alerts to the client, check Weekly briefing also to this company's client users, Alerts also to this company's client users, or both.
3. Click Save changes.
4. Ask the client user to check Settings that the options are on.

See What your client sees.

9. Emails about tasks don't arrive

A task email goes out only when the team member has an email address and tasks and mentions is ticked for them. You never get an email about your own action.

1. Open Tasks › Team members and click edit next to the person. Check the email address.
2. If the person has a Metrara login, an admin goes to Manage › Team and ticks tasks and mentions for them.

10. Budget and timesheet emails don't arrive

These go to admins and team members only.

1. Go to Manage › Team.
2. Tick budget reached or timesheet reminder for the person.

11. A client didn't receive a published report

After publishing, Metrara tells you what happened:

• Published. There is no client user to email yet. The client has no client user. Invite one; see Invite client users.
• Published, but sending the email failed. The report is still available to the client in the dashboard. Ask the client to open the report in their dashboard.
• Published, but email is not set up yet, so the client was not notified. The client can still see the report in the dashboard. Contact support.

If the message said client users were emailed, ask them to check spam for noreply@metrara.com.

12. An invoice email doesn't arrive

Invoices go to the billing email address, which can differ from your login address.

1. Go to Settings, Billing and check Billing email address.
2. In the meantime, open the invoice under Billing with View and click Download / print.

See Payments and invoices.

13. Still no email

1. Ask someone with a different email provider to test, for example a Gmail address.
2. Contact support with the address, the type of email and the approximate time.