A client did not get an email

If a client says they never received an email from Zendo, the cause is either their account or your notification settings. The delivery log shows which one it is.

Check the delivery log first

Settings › Workspace › Notifications › Delivery logs lists every notification from the last 30 days, with how many people it reached and how many it skipped.

1. Open Settings › Workspace › Notifications and go to the Delivery logs tab.
2. Find the event, for example with the Recipient or Notification filter.
3. Open it. Who it reached shows each recipient, and for each channel whether it was Sent or Not sent.
4. Point at the icon next to Not sent to see the reason, for example Email address not verified.

Messages and notes are collected for a few minutes and go out as one notification. Until then they are on the Waiting to send tab, not in the log.

The sections below explain the most common reasons.

The client has not been invited yet

The Status column in the clients list shows how far each client has got. Not invited means the account exists, but Zendo has not sent the client anything, so they do not know about it yet. Invited means the invitation was sent, but the client has not finished signing in.

A client who is Not invited receives no emails until you invite them. Once you do, they get an email, set a password and land in the client portal. See Add clients.

The client's email address is not confirmed

Until a client's email address is confirmed, the invitation is the only email Zendo sends to it. That includes emails about quotes and invoices: the documents are still created and the client can see them in the client portal, but nothing tells them the documents are there.

You can see whether an address is confirmed from the icon next to the client's name in the clients list. The panel on the right of a request or an order shows the same.

Email is turned off for that event

Each event can reach a client in the app, in the browser or by email, and each channel is switched on separately. On the Clients tab of Settings › Workspace › Notifications, check that Email is on for the event the client missed.

The client turned email off themselves

The settings in Settings › Workspace › Notifications are only the defaults every client starts with. Each client can change them in their own notification settings, including switching email off.

Clients receive the defaults at the moment you invite them, so set the defaults before you invite a group of clients. If you change a default later, Zendo does not overwrite what a client has already chosen. See Set notification defaults for your team and clients.

There is no client email for that event

Clients have their own list of events, which differs from your team's. There are no Orders events for clients, for example: they hear about their orders through the quote, invoice and subscription events. There is also no event for request notes, because notes are internal. See Every notification your clients can get.

Notifications only report that something happened. If a client should get a written confirmation when they submit a request, add an automation with a Send message action to the request type. See Automate a request type.

Related

• Add clients
• Set notification defaults for your team and clients
• Every notification your clients can get
• Automate a request type
• Send emails from your own address

Updated on: 09/11/2026