An invoice, statement, or receipt did not reach your client. This guide takes you from spotting the failure in the Email Delivery Hub to confirming the replacement arrived — and stops the same failure recurring again for that email recipient.
Before you start
- The Email Delivery Hub is under Clients & Contacts in the Firm Portal.
- You need the resend_emails user permission to resend from the hub. Your firm administrator grants it.
- The hub refreshes about every fifteen minutes, so a status can lag what you have just done.
1. Find the failed email
- Select Clients & Contacts in the left-hand menu, then open the Email Delivery Hub.
- Set the date range to cover the send.
- Filter Delivery status to bounced or failed, or search for the client by name.
- Expand the row to see the recipient address and the failure type.
2. Identify the failure type
What you do next depends on why the email failed. See Email delivery statuses for the full list.
- Soft bounce — temporary. A full mailbox, or a mail server that was briefly unavailable. The address itself is fine.
- Hard bounce — permanent. The recipient's mail server said the address does not exist, and it will not start working.
- Blocked — the address exists, but the client's mail system rejected the message. This happens on the client's side, so nobody knows until it appears here.
3. Fix the cause
Soft bounce
- Reach the recipient another way — phone, or a colleague's email — and tell them the message bounced.
- Ask them to have their IT or mail administrator clear the problem, usually a full mailbox or an incompletely configured account.
- Once they confirm it is fixed, go to step 4 and resend.
Hard bounce
The address is wrong or dead, so correct it in the system that owns it — not in the resend dialog.
- If your firm syncs contacts from a practice management system, correct the address there. The change reaches Aiwyn at the next sync.
- If the contact is Aiwyn-managed (Aiwyn Practice only), correct it on the contact record in Clients & Contacts.
- Ask Aiwyn Support to clear the block on the old address. After a hard bounce, Aiwyn stops sending to that address altogether, and every later invoice, statement, or receipt to it fails until the block is lifted. Support removes it once the corrected address is confirmed.
In practice, getting the right address usually means telephoning the client — it is rarely on file anywhere.
Blocked by the client's mail system
- Contact the client directly, by phone or another channel.
- Ask them to have their IT or mail administrator allow your firm's sending domain.
- Ask them to allow Aiwyn's sending IP ranges in their mail filter. See Email sending IP ranges for the list to send them.
- Once they confirm the block is lifted, go to step 4 and resend.
4. Resend the email
Once the cause is fixed, resend from the Email Delivery Hub. See Resend a client email.
Editing the recipient in the resend dialog applies to that one send. It does not update the contact record, so the same bounce recurs on next month's invoice. Fix the address in step 3 first.
If the corrected address has not synced through yet, you can use the resend dialog to reach the client for this one email — but only after the address is corrected at its source.
5. Confirm it arrived
Allow about ten minutes for the hub to refresh, then check the row again. You are looking for Delivered.
Delivered means the receiving mail server accepted the message, not that anyone opened it. See How email delivery works in Aiwyn.
Related
- Email delivery statuses
- How email delivery works in Aiwyn
- Resend a client email
- Aiwyn-managed versus synced client fields
- Add a contact and link it to a client
- Email sending IP ranges