Troubleshooting Email and SMS Delivery

Offers, task reminders and report notifications reach you by email, and offers can also reach you by text. Either way, a delivery problem looks exactly like nothing happening.

Work through the steps below in order. The first two take a minute and rule out most cases, and they apply to both channels.

1. Check you have not switched them off yourself

Open your notification settings and look at Suppress All Notifications.

With that switch on, nothing is sent to you at all — no new offers, no updates, no cancellations, by email or by SMS. It overrides the other switches on the page, so email and SMS can both look enabled while neither is sending. A banner reading "All Notifications are suppressed" sits at the top of the page while it is on.

If it is on and you did not mean it, switch it off and notifications resume immediately.

For everything else on that page, see Notification Settings.

2. Look at your delivery log

Every email we send you, and what happened to it, is recorded on your Activity History page.

1. Go to My Profile → Activity.
2. Filter to email events, or to SMS events for text messages.
3. Find the message you were expecting and check its status.

This tells you the difference between a message that was never sent and one that was sent but never arrived — two very different problems.

If there are no logs at all and notifications are not suppressed, the problem is on our side rather than yours. Open a ticket and we will look at your account configuration.

3. Email: if the status is "Email Delivery Failed"

Delivery to your address has been paused, and you will also see a task titled Email delivery paused for your address. There are two reasons, and the task tells you which one applies.

Bounce. Your email server declined or rejected our messages. That usually means one of:

• Your provider blocked or rejected them outright.
• They repeatedly landed in a spam or junk folder.
• The mailbox is full, or has delivery restrictions.

Complaint. You or your provider marked one of our messages as spam, so we stopped sending to protect deliverability for everyone else.

Getting delivery restored

The same three steps clear both:

1. Check your spam and trash folders. Move any Dwelling Blocks email to your inbox and mark it Not Spam.
2. Whitelist us. Add dwellingblocks.com to your safe senders, in your email client and in any security gateway your company runs. If you are not sure how, your email provider's support can do it.
3. Ask us to resume delivery. Contact support and tell us which address is affected. Without this step the pause stays in place.

Clearing your spam folder on its own does not lift the pause. Step three is what actually restores delivery.

4. Text messages that are late or missing

Text messages are logged the same way.

It shows as delivered, but arrived late

Nothing on our side is delaying it. We hand a message to the mobile network the moment the offer is created, and the timestamp in your Activity History is when we sent it.

From there it is in the hands of your mobile operator, and network congestion, roaming, or a phone that was out of signal can all add minutes. That queueing is outside our control, and there is nothing to fix in Dwelling Blocks.

If offers are consistently reaching you too late to act on, email remains the faster and more reliable channel of the two.

Nothing is arriving at all

Work down this list:

1. Check the number on your profile. It has to be a mobile that can receive texts. A landline or some virtual numbers will never deliver.
2. Check you switched SMS on yourself. A company subscription alone does not do it — each person enables texts and verifies their own number on their own profile.
3. Check Suppress All Notifications is off. It stops texts as well as email, as in step 1 above.
4. Save our number as a contact. Messages from a saved contact are far less likely to be filtered or blocked, and the notification settings page offers a contact card you can save straight to your phone.
5. Check your phone's blocked and filtered lists. Look at blocked numbers, and at any setting that files messages from unknown senders into a separate list you never see.
6. Check Do Not Disturb and focus modes. These can silence a message that did in fact arrive, so it is worth opening your messages app rather than trusting that no alert means no message.
7. Restart the phone. A restart clears a surprising number of messaging problems, and is worth doing before anything more involved.
8. After a system update, check again. Phone updates can reset messaging permissions or re-enable spam filtering you had previously turned off, so a channel that worked last month can go quiet with no other change.
9. Ask your mobile operator. Carriers run their own spam filtering and can block automated messages before they ever reach the handset. Ask them to check for a block on your number and to allow messages from us.

If none of that helps, contact support with your number and roughly when you expected a message, and we will check what left our side.

Remember that texts carry new assignment offers only, not the rest of your notifications, and that they can arrive at any hour. See Offer Notifications via SMS.

5. If it keeps happening

Two things help when an address keeps failing.

• Try a different address. A different provider often delivers where the old one will not, and it separates provider-side filtering from anything else. We cannot override your provider's internal filtering rules. See Instructions for Changing Your Email Address.
• Turn on SMS. Text messages are a separate channel and are unaffected by an email pause, so offers still reach you while the email side is being sorted out. Email can also be delayed by your provider even when everything is configured correctly, which matters on a time-sensitive offer. See Offer Notifications via SMS.

If none of this helps, use Get Support and tell us which address or number is affected.