Follow these steps at your club’s own website. Available screens and actions depend on your account’s role and the programs your club has enabled.
Overview
Open the household's message history to check whether a message was sent, delivered, blocked, or suppressed.
Why didn't the email or text arrive?
Email may be blocked because the address is unconfirmed, unsubscribed, or blocked after a bounce or a spam complaint. Text messages require an active mobile number and the member's text-message opt-in. Quiet mode also blocks member messages until the club goes live.
Every club's texts come from the same phone number, so each one starts with the club's name. A member looking for a text should look for one that opens with it, not for a number they know.
Correct the household contact details when they are wrong. Do not lift a block without confirming it is safe. Ask the member to check spam or Promotions for email. See Why a message didn't send.
The history says "bounced" but nothing is blocked
That is a temporary bounce — usually a full mailbox, or the member's email provider holding new senders back for a while. The club keeps emailing that address and the next message usually gets through. Ask the member to clear space in their mailbox. There is nothing to lift.
The history says "Queued" and it has been more than a few minutes
Something went wrong while the email or text was being sent, so we can't tell whether it reached the member. For a text, that means the text-message provider did not give a clear answer: it took too long, the connection dropped, or it had a problem on its side. It is not sent again by itself, because the member may already have it and would get a copy. Ask the member whether it arrived. If it did not, give them what they need another way, for example in a reply to their ticket.
A text the provider turned away, such as one to a number that is not a mobile phone, is marked failed instead, and nothing was sent.
They say they never replied STOP
Check whether anyone else uses that phone number. A STOP reply turns off texts for every member on that number, and switches off text copies for adult family members on it too. Texting START to the number the texts came from turns the member's own texts back on; family-member copies have to be switched back on from the household's people list.
After a reply STOP, texting START is the only way back: the phone carrier blocks texts to that number until the member does. Staff can't turn texts on for them, and their portal tells them to text START instead of saving the tick.
START only undoes a STOP. If the member turned texts off in their portal, or staff did, START does not turn them back on: they tick the text-message box in the portal again, or staff turn it on from the household.
They signed up for the newsletter on the website and got nothing
Signing up on the website does not prove the address belongs to the person who typed it, so the club cannot email them yet. They are sent one message asking them to confirm, and they have to open it and select the link. Until they do, they get nothing else. Ask them to look in spam or Promotions for that message.