Debut sends email to your team and to your clients. This guide helps when one does not arrive.
Check the junk folder first
Look in the junk or spam folder. If your company or your client uses a mail filter, look in its quarantine too. A filter can also hold a message back for a few minutes.
Emails to your team
You’re invited to [workspace] on BaselineZero is the invitation. It comes from your workspace name. Its link works for three days.
Reset your BaselineZero password comes from BaselineZero. Its link works for 15 minutes.
Set up your authenticator again comes from BaselineZero. Its link works for three days.
Confirm your email for [company] on BaselineZero is the sign-up confirmation. Its link works for three days.
"The member was added, but the email did not go. Use Resend once the mail provider is working."
The member is on your team, but the invitation was not sent.
Open Settings, then Team, then the member.
Choose Resend the invitation.
Use the same button when an invitation went out but never arrived. Check the address on the member's page first.
"The authenticator was reset, but the email did not go. Reset it again once the mail provider is working."
The reset happened, so the member's old codes no longer work. Choose Reset authenticator… on their page again to send a new link.
The sign-up confirmation did not arrive
Sign up again with the same address. Debut says "That address already has a workspace waiting to be confirmed. Its confirmation link has been sent again: check your email."
Emails to your clients
Clients get a welcome, reminders, booking emails and portal links. Each email comes from your sending address. Until you have one, it comes from the BaselineZero address with your workspace name on it.
You send the welcome with Invite on the person's row in an onboarding's People tab. Resend sends it again with a fresh link.
"The welcome could not be sent. Nothing was stamped as sent." Try Invite again in a moment.
When you invite everyone at once, Debut says how many could not be sent. Those people are not marked as sent, so you can invite them again.
"Email bounced" on the People tab
The client's mail server refused the email. Debut stops mailing that address, reminders included. The row shows Fix the address where Invite was.
If you try to send, you see "That address bounced, so nothing was sent. Correct it on their row and resend the welcome."
Open the onboarding and go to People.
Find the row marked Email bounced.
Correct the email address on their row and save.
Choose Invite to send the welcome to the new address.
A corrected address starts clean. The bounce belonged to the old one.
"Marked our mail as spam" on the People tab
The person reported one of your emails as spam. Debut does not mail that address again.
If you try to send, you see "That person marked our mail as spam, so nothing was sent. Ask them first, by phone." If they give you a different address, put it on their row and invite them again.
Your sending address
Open Settings, then Branding, and find the Sending address card. It needs the Firm plan.
Waiting for the records means Debut has not found your DNS records yet. Mail still goes out from the BaselineZero address with your name on it.
Sending means your mail comes from your own address. Choose Send a test to me to check it.
Not found means Debut stopped looking after three days. Check the records, then choose Set it up again.
If a test fails, you see "The test could not be sent. The most common cause is records that have not been found yet." See the DNS guide for the records.
"Sending is paused for this workspace after too many bounces or complaints, so mail to your clients is not going out."
Each workspace has its own sending reputation. When too many emails bounce or are marked as spam, sending pauses for that workspace. While it lasts, no email reaches your clients.
Open each onboarding's People tab and look for Email bounced and Marked our mail as spam.
Correct the addresses that bounced.
Ask BaselineZero support to resume sending. Only support can turn it back on.
A bounced or spam-flagged address is never mailed again until you change it. Fixing addresses early keeps your workspace from being paused.
Related guides
When a client link does not work
DNS records for your portal and sending addresses
Fix sign-in problems