Customer Didn't Receive a Message

Last updated: March 19, 2026

If a customer reports they didn't receive an email, comment, or task notification from OnRamp, there are a few common causes. Work through these steps to find and fix the issue quickly.

Steps to Follow

  1. Check the Activity Log

    • Open the Project and go to the Activity tab.

    • Use the filters to narrow by Object Type: Email, or filter by user, date range, or action type to find the specific event quickly.

    • If the email entry is listed, OnRamp sent it. If it's missing, the message may not have been triggered — try resending.

  2. Confirm the customer user is invited and active

    • Go to Project Settings > Members and verify the customer's email is listed and active.

    • If not, invite or re-invite them to the project.

  3. Verify the email address

    • Check for typos or outdated addresses — a common cause of missed messages.

  4. Ask the customer to check their inbox filters

    • Search for the message by keyword.

    • Check Spam or Junk folders.

    • Check Promotions or Other tabs in Gmail or Outlook.

  5. Confirm email notifications are enabled

    • In Project Settings, verify Email Notifications are turned on.

    • Customers can also check their own preferences in Profile Settings.

  6. Resend the message

    • Copy and resend from OnRamp, or send directly from your email client if time-sensitive.

Tips & Troubleshooting

  • Internal-only tasks don't generate customer notifications — only customer-facing tasks do.

  • Delivery delays: Emails can take a few minutes depending on the recipient's provider.

  • Account affiliations: If the user exists under a different customer account, they may not receive project messages unless that account is affiliated. See Add Affiliated Accounts to a Project.

  • Finding specific emails faster: The Activity tab now supports filtering by Object Type, user, date range, and action — use these to zero in on the exact event rather than scrolling through the full log.

  • Still not delivered? Contact your OnRamp Admin to review email logs or escalate to Support.