Troubleshooting: Scheduled Reports Not Arriving

If a scheduled report didn't arrive in someone's inbox, the good news is that most SMTP delivery failures have actionable remediation steps you can take yourself — by checking the report's status and your email/SMTP settings. If standard fixes don't resolve the issue, contact Support.

Work through the steps below in order.

Step 1 — Check the report's status in your report list

Open your report list and find the scheduled report.

• If the report shows an "Email Error" status, a delivery problem occurred — see Step 2 to read the error details.
• If the report shows no error, move on to checking the recipient's email in Step 3.

Note: Report History is a separate view that shows successfully generated report artifacts only — it does not show delivery status or error messages. To investigate a delivery failure, use the "Email Error" status in your report list as described below.

Step 2 — Read the email error details

If a scheduled report shows an "Email Error" status in your report list, click it to view the error details. The message shown is the raw error from your SMTP server — use it to help diagnose the issue with your SMTP configuration. If the message is unclear or the issue persists after adjusting your settings, contact Support.

Step 3 — If the report generated but wasn't received, check the recipient's email

If the report sent without an error but the recipient never saw it:

• Ask the recipient to check their spam / junk / quarantine folder.
• Whitelist the sending address so future reports are not filtered out.

Step 4 — If you use a custom SMTP server, verify your settings

If your organization uses a custom SMTP server (configured under Organization Settings → White Label — requires Manage Agency Settings permission), verify your host, port, and credentials. Encryption is determined automatically based on the port you select (see table below).

If multiple SMTP configurations are available for your organization, select the one used for scheduled reports and verify its settings.

Encryption is determined by the port number you select — it is not a separate setting you turn on or off:

Make sure the port you enter matches the encryption your mail server expects. Most SMTP delivery problems can be fixed by correcting these settings — for example, a failed connection, an authentication failure, an encryption/port mismatch, a rejected "from" address, or a rejected recipient address. After updating your settings, you can use the "Send Test Email" button on the White Label settings page to confirm delivery works. (Sending a test email requires the Manage Agency Settings permission, so your agency admin can run this check.)

Step 5 — When to escalate to Support

Most SMTP delivery failures have actionable remediation steps you can take using the steps above. If the error message is unclear, or the issue persists after adjusting your settings, contact Support.