Emails not arriving
What to check when a customer says they haven't received a booking link, quote, or invoice email.
First: which email
TradesOps sends five customer-facing emails during a normal job:
- Booking invite (after you Approve their enquiry)
- Booking confirmation (after you Confirm their slot)
- Quote (after you Approve and send)
- Job booked confirmation (after you set the work date)
- Stage invoice(s) (each time you Raise a stage)
- Review request (automatic on final paid)
Ask which one they're expecting so you can trace the specific send.
Step 1 — Check the customer's spam / junk folder
By far the most common cause. All TradesOps emails are sent from your-slug@tradesops.uk (a genuine sending address on a verified domain), but new domains sometimes land in spam for the first few sends. Once the customer's mail server sees a few clean deliveries, subsequent emails land in the inbox as expected.
Ask them:
- Check Spam or Junk.
- Check the tab Promotions or Updates if they use Gmail.
- Search for
tradesops.ukin the search bar — that catches anything filed automatically.
Step 2 — Confirm the email address
Open the enquiry on your dashboard — the customer's email address is at the top. Compare with what they told you verbally. A single typo (dave@gmail.con, sara.johnson@gmial.com) means the email is bouncing to a nonexistent address.
If it's a typo, ask them for the correct address, then Approve / Send again from the dashboard.
Step 3 — Confirm delivery in your dashboard logs (coming soon)
Delivery logs are a roadmap item. In the meantime, if you suspect an email genuinely failed to send:
- Reply to a fresh test enquiry from an email address you can access.
- If that test also fails, something's wrong on our side — email help@tradesops.uk and we'll trace it.
Step 4 — Their business email might be blocking bulk mail
Some corporate email systems (banks, NHS, large government) treat all mail from unfamiliar .uk domains as suspicious and quarantine it. If the customer's on a business email address, ask them to check their organisation's mail filter, or provide a personal email to fall back on.
Step 5 — Rate limits
TradesOps limits how many enquiries a single IP address can send in a short window (spam protection). If a customer says they submitted three enquiries in a row without receiving a reply, the second and third might have been blocked at the enquiry-submission stage. Ask them to wait a few minutes and try once more.
Reviewing sender health
If you're seeing lots of "email didn't arrive" complaints, email help@tradesops.uk and we'll check our Resend delivery logs, DNS setup, and DMARC alignment for tradesops.uk to make sure nothing's degraded.