When an email is rejected from the recipient's email provider for the first time, you'll receive an in-app notification (a white bell icon will appear in the upper-right corner of your screen).

You'll want to open the notification to read the reason why they've rejected it and correct the issue. To do this, click the blue "Zoom" button to the left of the notification.

The most common errors are "Username does not exist" (this is usually because there's a typo in the email address) or "Mailbox exceeds quota" (their mailbox is full). You'll want to reach out to this contact by some other means to verify you have the correct details on file and ask they clear their mailbox if you were told it's full.

You can also check the "Status" column in your Message History to verify if an email has successfully sent or bounced.

Once you've confirmed the issue has been resolved, you can resume message delivery to this individual by following these steps. 

  1. Navigate to "Athletes" from the main menu on the left.
  2. Click the blue "Zoom" button to the left of the athlete's name.
  3. Select the "Family" tab.
  4. Below the "Email" field, click "Click here to resume delivery to this email address".

If you require any additional assistance, feel free to contact the AthletaDesk support team by clicking here.