Any emails sent via our software originate from a unique email assigned to each user.
However, your customers will see the sender appear as your company name. When they reply, they will be replying to your admin email address.

It isn't possible to send emails from your email address.

If your customers are receiving the email on a mobile device, they will only see your company name and not our email address (unless they tap for more details).
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If they are receiving the email on a desktop, they will again see your company name as the sender and not our email address (until they open the email).

If a customer is reporting that your emails are going straight into their spam, it is likely because they have marked it as such at some point.

If you would like some more details specific to your customer, please provide us with any email addresses that you would like for us to look at. Here's how to get in touch.

We can only see emails sent within the last 30 days.

You can check whether or not your emails have been sent from the web portal.

Under the "Jobs" tab, click on the relevant job:

At the bottom of the page, you'll see a history section. Any emails you have drafted or sent will appear here, along with a little status tag. You can see that this job has one drafted email and one delivered email.

There are four statuses:

Your email client may be incorrectly labelling your Gas Engineer Software emails as spam. Check that the unique email assigned to you is not on your email black-list. In addition you can add this email to your white-list, to ensure all mail from our servers reaches you.

See the link below to learn how to do this for your email client:

Whitelist Guide

If you are using a custom domain name (e.g. @company.plumbing), you are more likely to be on email blacklists. Check the following website (with your domain entered in place of the example domain):

http://mxtoolbox.com/domain/exampledomain.co.uk/

Email speed can sometimes be unreliable. Two identical emails, sent at the same time and from the same client, may take wildly different lengths of time to deliver.

This is because they may take different routes, through different email servers.

The problem could arise because you have not synced your app, or your app is syncing incorrectly.

Press the "Sync Now" button from the home page of the app to trigger a manual syc.

If you receive an error message, get in touch with us and we'll help you work out what may have gone wrong.

With all of the above (apart from the app syncing), if your customers are also having issues, be sure to share this advice with them.