Customer/Recipient not receiving a Botdoc request?

The best way to Troubleshoot Email Requests when using SMTP

• Make sure the email was typed correctly

• Checking on the SMTP Server (need assistance from the IT) to see if the email was blocked upon sending for some reason, IP could be blocked, content blocked, or any other.

• Maybe log into the sending email (noreply@yourbank.com) and check if the email is on the outgoing mailbox (this would check if our connection with your SMTP is correct)

• The receiving person needs to check SPAM Filters, If they use Gmail or another email with a smart email box, could automatically send the email to a Newsletter box or Promotion box.

• Testing other emails to check if others are receiving them is good to double-check if it’s an email provider problem or a specific user problem as well.

SMS Requests

• Make sure the Number is correct

• The customer could have a SPAM Filter app on his phone like Truecaller: ID & spam block – Apps no Google Play that could be filtering the request

• We have the logs of the SMS sent, so you could send the time and number that was sent so we can check the logs for deliverability

• Testing other numbers in the same carrier as the customer and a different carrier as well to see if this could be a carrier issue.