Why aren't my broadcast emails sent to all selected users?


You may notice a discrepancy between the number of users to whom you've selected to broadcast and the number that appears when composing your broadcast. This discrepancy can occur for a number of reasons, but the most common one is that entrants have chosen to unsubscribe from receiving broadcast emails, either during registration or directly in their profile.

You can check a user's preferences by following these steps:

  1. Go to Users
  2. Locate the user and click their name
  3. Open the Preferences tab near the top of the page
Tip: you can check the broadcast and notification preferences of users in bulk by navigating to Users > click the cog icon shown below > select the Broadcast emails and Notification emails checkboxes > Save.


After saving, columns will appear on your users list. You can click on the column headings to sort by Yes or No results.

In order for users to understand the importance of subscribing to these options, we would suggest making use of the content block within this area to tell them these two channels will be used when you communicate with them.

To add a content block, you can simply click on the small 'pencil' icon within the Preferences tab:


Or create the content block manually. The steps are:

  1. Navigate to Settings > Content > Content blocks
  2. Click New content block
  3. Under Content location select Profile preferences info box
  4. Add a Title, Content, and define the Visibility
  5. Click Save
Important: to comply with local laws, SMS notifications cannot be sent to UAE residents between the hours of 9pm and 7am. 

Need more help? Get in touch!

We're here to help if you need it. Simply get in touch with our Client Success team through one of the methods available at the base of the page.