Common Email Problems

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Sometimes, your emails don't have the information you expected in them. Expand a section to fix the most common problems.

The signature is someone else's name

When reminder emails are sent from the plan, the signature on those emails is controlled by the Replies to setting.

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If the Replies to is set to Current Scheduler, it could be a past leader who scheduled a person or added them to the original template, so if reminder emails should always come from one person, choose that person.

If you go with all team leaders, then the first team leader you added will be selected for the signature of the reminder.

The times are incorrect

If your prepared notifications or reminder(s) have times on them that you didn't expect, you can check a couple of things:

  • Check that all your dates and times are correct.

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    Someone may have copied a time that had a different date, like the plan above. The service times are for 6/19, but the rehearsals are in January--probably a mistake!

  • Your teams might be assigned to the wrong times. Your ushers probably aren't needed at your Thursday band rehearsal!

    Review this article on how to assign your teams to those times and make sure they aren't assigned to times they don't need.

Too many times

Do your emails look like this?

too many times_box

All of these times are taken from different places. Since we automatically include all the times that a person is assigned to, if you also have these times listed in the names of your teams or the names of your service times, it's going to have some redundancy in the email. For best results, there should never be times in titles.

For service times, don't include the time in the name of the service. If you need to identify your services, use titles without times in them, like "Early Service" or "2nd Service."

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For team names, instead of using the time in the name, like "9am First Impressions," leave the name as "First Impressions," and use Split Teams to assign different people to different times.

Cleaning up all these names will result in a clearer email experience for your volunteers.

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Parents, Children, and Teens

We do not knowingly collect information from anyone under the age of 13. In order to use Planning Center, you must be old enough to consent to the collection of your personal data in your country. For teens ages 13 and up, a parent can request to receive copies of all Services emails sent to their teens from their Household Permissions, or an admin can set this up in the teen's profile:

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    Select to enable this feature

  2. Choose which household adults should be copied on the emails.

I can't add attachments

You cannot add an attachment to an email.

However, you can add files to Services, so they can be accessed by your volunteers when they're needed.

Notice

You can share the information in any way you see fit, but make sure you store it in Services.

One of the best gifts you can give your volunteers is one place for everything they need. Services was created for you to add all your files, assignments, notes, and more in one place! Adding files in Services reduces anxiety and frustration for volunteers because they are confident that they have access to everything they need in one place. When this information is fragmented in emails, a handout from last month's meeting, texts, or any number of other ways that you may have passed out info, Services isn't as reliable for them.

Undelivered Emails

There are various reasons why an email might have not been delivered. You can see a list of all the emails a person has received through Planning Center from the Communication tab on their profile page. If an email is dropped, open the email and hover over the "Dropped" text to see the specific reason for the email being dropped.

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Tip

To learn more about what specific error codes entail, check out Email Error Codes.

If someone mentions they didn't receive an email, or you see that an email failed to be delivered to them, try these things:

  • Check Planning Center People to make sure their email address isn't blocked.

  • Ask the person to add no-reply@planningcenter.com, no-reply@churchcenteronline.com, and no-reply@churchcenter.com to their email address book, which allowlists them.

If neither of these help, contact support by clicking the ? in the top right corner of the app.

Allowlisting Emails

Allowlisting an email tells your email provider to place emails from certain senders into your inbox, rather than marking those emails as spam. Doing this will help you and your congregation avoid the need to go through your spam or junk folder in order to find emails from Planning Center.

Allowlisting may look a little different in each email provider, but the basic process involves adding these three domains to your address book:

Click on the link that correlates with your email provider to learn how to allowlist email addresses in your email account:

After allowlisting those email addresses, Planning Center emails will always show up in your inbox, and these important emails won't slip through the cracks!

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