> ## Documentation Index > Fetch the complete documentation index at: https://breederbuddy.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Emails & Notifications > Buyer says they never got my email, invoice, contract, or buyer portal link? Check delivery status in Communications, look for bounced or spam emails, fix a wrong email address, and resend. Also covers which emails BreederBuddy sends for you and who they come from. # Emails & Notifications When a buyer says "I never got it," you don't have to guess. BreederBuddy tracks every automated email it sends for you and shows whether it reached the buyer's inbox. This page walks you through finding the email, fixing the problem, and sending it again. *** ## My Buyer Says They Never Got My Email Follow these steps in order. ### Step 1: Check the Email's Delivery Status 1. Click [**Communications**](https://app.breederbuddy.com/communications) in the left menu. You land on the **Activity** tab. 2. Type the buyer's email address into the **Search by email or subject** box. 3. Find the email (for example **Invoice**, **Contract signature request**, or **Application received receipt**) and look at the colored badge on the left. 4. Hover over the badge to see the details, including the exact address it went to. You can also see the same badge right on the record: at the top of an invoice next to its status, and on each contract request. | Badge | What it means | What to do | | - | - | - | | **Delivered** | The buyer's email provider accepted it. | It's in their mailbox. Ask them to check spam, junk, and the Gmail Promotions tab. | | **Opened** / **Clicked** | They received it and opened it (or clicked the link). | They have it. Point them to the email by its subject line. | | **Sent** / **Sending** | It's on its way and waiting for confirmation. | Give it a few minutes. | | **Delayed** | Their email provider is temporarily refusing it. Delivery keeps retrying. | Wait. If it doesn't clear, ask the buyer for another address. | | **Bounced** | Their email provider rejected it. **They did not get it.** | Fix the address (Step 3), then resend. | | **Marked spam** | The buyer marked an earlier email as spam, so emails to them have stopped. | Ask the buyer to mark it "not spam" or give you another address. | | **Not sent** | It couldn't be sent at all. The reason shows under the email. | Read the reason, fix it, then resend. | Click **Needs attention** at the top of the Activity tab to see only bounced, spam-flagged, failed, or canceled emails. **Don't see the email at all?** Delivery tracking started August 24, 2026, so older emails don't appear. If a recent email is missing, it was probably never sent. For example, the contact had no email address, or the invoice was never emailed. Resend it (Step 4). ### Step 2: Ask the Buyer to Check Their Spam Folder If the badge says **Delivered** or **Opened**, the email is in their mailbox. Ask them to: * Search their inbox for your kennel name. * Check **Spam**, **Junk**, and Gmail's **Promotions** and **Updates** tabs. * Mark the email as "not spam" so future emails land in their inbox. ### Step 3: Fix a Wrong Email Address A **Bounced** badge with "This address does not exist — check it for a typo, then resend" almost always means a typo (like gmial.com). 1. Click **View contact** next to the email in **Activity**, or open the buyer from [**Contacts**](https://app.breederbuddy.com/contacts). 2. Click **Edit Details**. 3. Correct the email address and click **Save**. 4. Resend the email (Step 4). If you resend to an address that bounced in the last 14 days, BreederBuddy stops you with "\[address] is rejecting mail — the address doesn't exist. Correct it on the customer's profile, then send again." Fix the address first. ### Step 4: Resend It | What they're missing | How to resend | | - | - | | **Invoice** | Open the invoice from [**Invoices**](https://app.breederbuddy.com/invoices) and click **Resend Email** at the top. You'll see "Sent invoice email to \[address]." It also goes to the contact's secondary email if they have one. | | **Receipt** | Open the invoice and click **Email Receipt**. This button shows up once any payment has been received. | | **Contract** | Open the contract from [**Contracts**](https://app.breederbuddy.com/contracts) (or from the buyer's contact page), find the buyer's request, and click the envelope button ("Resend Contract Email to Customer"). It turns into a green check when it's sent. | | **Buyer portal link** | Open the buyer in **Contacts**, click **Open Buyer Portal**, and copy the address from your browser to text or email them. Or send them your buyer portal login page (see below). | **Contract asking for a verification code?** If your contract requires email verification, the buyer has to enter a 6-digit code that was emailed to them. If they can't find it, you can read it to them: open the contract request and click the code under **Verification Code** to copy it. *** ## My Buyer Can't Get Into Their Buyer Portal Buyers can sign in to their portal with just their email. No password needed. 1. Send them your buyer portal login link. To find it, go to [**Content Manager**](https://app.breederbuddy.com/display) in the left menu and scroll to **Add Buyer Portal Login to Your Website**. 2. The buyer enters their email and clicks **Send verification code**. 3. They get a 6-digit code by email. It expires in 10 minutes. 4. They type it in and click **Verify and continue**. **If no code arrives:** the buyer has to use the same email that's on their contact record in BreederBuddy (the main or secondary email). For privacy, the page looks the same either way, so a different email just never gets a code. Check their contact, and add the email they're using as their **Secondary Email** if needed. Also ask them to check spam. **"Please wait before requesting another code."** Buyers can only request a few codes in a short window. Have them wait a minute and use **Resend code**. Once a buyer signs in, they stay signed in on that browser for up to 7 days. More in [Buyer Portal](https://breederbuddy.com/docs/features/buyer-sales-management/buyer-portal.md). *** ## What Emails Does BreederBuddy Send for Me? BreederBuddy sends these automatically. Every one appears in **Communications → Activity**. **To your buyers:** * Application received receipt * Contract signature request, contract preview, and contract signed receipt * Invoice, payment receipt, payment processing notice, and payment failed notice * Added to waitlist confirmation, waitlist deposit request, receipt, reminders, final notice, and spot released notice * Event reminders from your calendar **To you and your team:** * New application alert * Contract signed alert * Payment received, deposit received, payment processing, and payment failed alerts * Waitlist deadlines digest Buyers also get a sign-in code email when they log in to the buyer portal, and announcements you send from [Updates](https://breederbuddy.com/docs/features/contacts-communication/updates.md). *** ## Who Do the Emails Come From? Buyer emails show your kennel name as the sender, like **"Sunny Goldens via BreederBuddy"**, from [notifications@mail.breederbuddy.com](mailto:notifications@mail.breederbuddy.com). Your buyers see your name, not ours. When a buyer hits **Reply** on most of these emails, the reply goes to you and your team's email addresses, not to BreederBuddy. *** ## Changing What the Emails Say You can add your own message to five of the emails: **Application Submission Receipt**, **Waitlist Deposit Receipt**, **Waitlist Added Confirmation**, **General Payment Receipt**, and **General Payment Invoice**. 1. Go to [**Communications → Templates**](https://app.breederbuddy.com/communications?tab=templates). 2. Click the template's name to open it. Templates are grouped under **Applications**, **Waitlists**, and **Payments**. 3. Type your note in **Custom Message**. You can use bold, lists, and links. The preview on the right shows how the email will look. 4. Click **Save**. You'll see "Updated email template." Your message is added to BreederBuddy's standard email. The standard wording, payment details, and buttons stay the same and can't be removed. Emails sent after you save use your new message; emails already sent don't change. Button and buyer portal colors come from **Settings → Branding & Colors**. Full details are in [Communications](https://breederbuddy.com/docs/features/contacts-communication/email-templates.md). *** ## Other Messages You Might See **"Daily email limit reached. Please try again tomorrow."** Your plan allows a set number of emails you send out each day (requests, invites, reminders). Receipts for things buyers just did don't count. You can see your limit under **Settings → Usage Limits**. **"Disposable or temporary email addresses are not allowed."** The buyer gave a throwaway email address. Ask them for a real one and update their contact. *** ## Common Questions > **Can I turn off the automatic emails?** > > Not right now. Emails for key moments like applications and payments go out automatically. You can change their wording under **Communications → Templates**. If a specific email is causing trouble, message us in the chat. > **Why did my buyer's email land in spam?** > > Some email providers are extra strict, especially with a first email from a new sender. Ask your buyer to mark it "not spam" and add [notifications@mail.breederbuddy.com](mailto:notifications@mail.breederbuddy.com) to their contacts. After that, emails usually go straight to the inbox. > **Can I download my email history?** > > Yes. On **Communications → Activity**, click **Export** to download the current view as a spreadsheet. > **I'm not getting the alert emails about new applications or payments. Can I change where they go?** > > Alerts go to the email address every person on your account signs in with. There's no separate notification address. Check your spam folder first. You can also filter **Communications → Activity** to **To you** to see whether the alert went out and where it was delivered. To send alerts to another inbox, invite that email as a user from [**Settings → User Administration**](https://app.breederbuddy.com/settings?tab=user%20administration). > **Can I write and send my own email to buyers from BreederBuddy?** > > Not yet. BreederBuddy sends the automatic emails listed above, but there's no way to write a one-off or bulk email inside the app. To email everyone on a waitlist, open the waitlist, click its **Communications** tab, click **Copy All Emails To Clipboard**, and paste the addresses into the **BCC** line in your own email app. > **How do I know if the applicant got their application email?** > > Go to **Communications → Activity** and search their email address. Look for **Application received receipt** and check its badge. **Delivered** or **Opened** means it reached them. *** ## Still Have Questions? We're here to help. If something isn't working the way you expect, or you'd like to have a discussion around a certain topic, please reach out to us anytime through the chat in the bottom right corner of your screen. Thank you. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.