FAQ: Why did my email fail to send to a client?

The most common cause of an email delivery failure is an invalid email address. When the system attempts to email a client (e.g., sharing medical records, appointment reminders, etc.), the email delivery service will reject the delivery when:

The client’s email address is misspelled (e.g., “gmial.com”)
Extra spaces or characters are present in the client’s email address
The client’s email address is missing the at symbol (@) or a domain

Verify that the client’s email address is formatted correctly in their profile.

Emails that cannot be delivered display a ‘bounce’ label in Inbox and Patient Chart > Messages:

Reasons for Email Delivery Failure

The following table describes additional causes of an email delivery failure. Please contact Vetspire Support for further troubleshooting assistance.

Reason	Description
The client has unsubscribed from your email communications	If the client has unsubscribed at any point, Vetspire is not allowed to send further emails to them automatically. The client can manually re-subscribe to Vetspire emails.
The client is inactive and/or the patient is inactive or deceased	Some system communications do not trigger for inactive clients or patients.
Previous messages to the client’s email address have bounced	If a client email previously bounced, the system may prevent the delivery of additional messages. A bounce occurs when: The client’s mailbox is full. The email domain does not exist. The receiving mail server rejects the email.
Spam filtering is enabled in the client’s mail server settings	Even when Vetspire successfully sends an email, the receiving mail server may mark the message as spam, block the message due to filtering rules, or place the message in a quarantine folder. The email will display as ‘delivered’ in Vetspire, but the client will not see it on their end. You may advise the client to check their spam/junk folder in their email account and mark Vetspire emails as ‘Not Spam.’
Email size is too large	If the email includes very large attachments, the receiving server may reject it.
Client’s email address uses a corporate or school domain	Professional and academic email systems (e.g., domains ending in ‘.edu’) often have strict security rules that can block automated emails.
Message type disabled in Vetspire	If your hospital has certain reminder types or automated messages turned off, the email will not send even if the client/patient meets the criteria for receiving the message.
Reminder message is missing required fields	Automated messages in Vetspire must include a subject and body text. Additionally, logic conflicts in the reminder configuration may prevent the automated message from generating.