Troubleshooting Undelivered Mail

Keeping your digital mail on track is easy once you know where to look. Here's a checklist for following up on undeliverables.

Step 1: Go to Mail > Undeliverable

You’ll see a summary of documents that failed to deliver due to:

• Invalid reference numbers

• Incomplete or incorrect contact data

• Expired subscription tokens

More info: Managing How to review and action Undeliverable mail

Step 2: Review the Details

Click on any item to view:

• Why it failed

• Timestamp of the attempt

• Any partial delivery outcomes (e.g. failed to BPAY View, succeeded to Mailbox)

Step 3: Fix and Resend

Depending on the issue:

• Update the contact record under Contacts

• Ask the recipient to re-subscribe

• Retry sending the document from the Mail item detail view

Note: Payreq automatically falls back to the next available channel if configured. Manual resend is usually only needed for corrected data.