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Troubleshooting - Is there a way we can check that the customers received their visit report PDF by e-mail?
Last Updated: Wednesday, August 6th 2025
If you've configured customers to receive PDF visit reports by e-mail, there is a way to check if they have actually received them.
From the Visit Report page
Click the arrow next to the PDF Report button
Click Email Visit Report... option
The information panel that pops up shows you a list of all e-mails sent for that visit report.
It shows those sent to customers and also copies sent to internal staff too.
The status column confirms when the e-mail was sent and recieved and if there was a problem.
You can use the action button at the end of e-mail to resend a copy
There is also an option at the bottom of the info page to send the PDF report to a new e-mail address too.
OTHER TROUBLESHOOTING TIPS
- If it's showing as 'sent' then you may need to get the customer to check in their spam folder
- E-mails sent from Motivity are normally from Motivity Mobile noreply@motivitymobile.com
- If the recipients e-mail address has been out of action or their mailbox is full then our Motivity e-mail system may have added their e-mail address to a 'block list' and stopped sending to it (this is to avoid our e-mail system getting a bad send reputation). If this is the case you will need to contact us so we can remove it from the block list.
