Why aren't members receiving emails from Octiv?

Most Common Cause — Email Suppression List
An email address is added to Octiv's suppression list automatically when:

• A previous email bounced (e.g. the inbox was full or the address was invalid).
• The recipient marked an Octiv email as spam.
• There was a temporary delivery failure that triggered an automatic block.

This is the single most recurring root cause of email issues — it affects login resets, welcome emails, booking confirmations, and payment notifications simultaneously.

How to Resolve a Suppressed Email Address
1. Ask the member to check their spam and junk folder first.

1. Send a test or welcome email to confirm delivery is working: Member Profile >> Actions >> Send welcome email.
2. If emails still aren't arriving, send the affected email address to Octiv Support. We'll remove it from the suppression list, as long as the email address still works and the member can access it.

Email Address Not Matching Profile
Members often contact support saying they never received a password reset or booking confirmation email. The most common cause is that the email address on their Octiv profile does not match the inbox they are checking.

1. Ask the member which email inbox they are checking.
2. Check the email address stored on their Octiv profile: Members >> Manage >> [Member] >> Profile
3. If they don't match, update the profile email or tell the member which inbox to check.

⚠ Members cannot change their own email address from the member app. This must be done by an admin or Octiv Support.

Email Notifications Disabled
If automated notifications are not sending for bookings, cancellations, or payments:

Settings >> Comms, then under Notifications open the Schedule category.

Re-enable the desired notification types.

Booking Cancellation Emails Not Being Received to the relevant Staff
If cancellation notification emails are intermittently not arriving:

1. Add yourself as a CC recipient on the cancellation notification: Settings >> Comms >> Notifications >> Schedule
2. This improves delivery reliability to a secondary address.
3. Report persistent issues to Octiv Support for investigation.