Summary
If a customer reports they didn’t get your email, comment, or task notification from OnRamp, don’t worry—there are a few common reasons this can happen. This guide walks you through the most likely causes and how to fix them, so you can get communications flowing again quickly.
Steps to Follow
1. Check the Activity Log
Open the Project where the message was sent.
Go to the Activity tab.
Look for the email or comment entry to confirm it was sent.
If you see it listed, OnRamp successfully generated the message.
If it’s missing, the message may not have been triggered—try resending it.
2. Confirm the Customer User Is Invited and Active
Go to the Project Settings > Members list.
Make sure the customer’s email is listed and shows as active.
If not, invite or re-invite them to the project.
3. Verify the Email Address
Double-check that the customer’s email address is entered correctly.
Typos or outdated addresses are a common cause of missed messages.
4. Have the Customer Check Their Inbox Filters
Ask the customer to:
Search for the message in their inbox using keywords.
Check Spam or Junk folders.
Look in Promotions or Other tabs if they use Gmail or Outlook.
5. Confirm Email Preferences
In Project Settings, make sure Email Notifications are enabled.
Customers can also adjust their own preferences in their Profile Settings.
6. Resend the Message
If all else fails:
Copy the message and send it again from OnRamp.
Or, send it outside OnRamp (e.g., from your email client) if it’s time-sensitive.
Tips & Troubleshooting
Internal vs. Customer Tasks: Remember that only customer-facing tasks generate customer notifications. Internal-only tasks won’t send emails to your customer.
Delivery Delays: Emails can take a few minutes to arrive depending on the recipient’s email provider.
Account Affiliations: If the user exists under a different customer account, they may not receive project messages unless their account is affiliated. See Account Affiliations for setup.
Still Not Delivered? Contact your OnRamp Admin to review email logs or escalate to OnRamp Support.