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.

🚩

Most common root cause: a broken Custom SMTP (White Label) configuration.

If your organization uses a Custom SMTP server for white-labeled email delivery, scheduled report emails are sent through that server. If the Custom SMTP configuration is invalid or unreachable, the email send fails silently — the report will show as generated/"Ready," but no email is delivered and no error is surfaced in the UI. If reports are generating but recipients aren't receiving emails, check your Custom SMTP settings first (see Step 4).

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 — Verify your Custom SMTP (White Label) settings

Scheduled report emails route through your organization's Custom SMTP server when White Label email is configured. Go to Organization Settings → White Label and confirm:

• The SMTP host and port are correct, and the port matches the expected encryption method (see table below).
• The username/password (or API credentials) are current — expired or rotated credentials are a frequent cause.
• The "from" address is authorized to send on the configured server (SPF/DKIM aligned with your sending domain).
• A test send succeeds. Use Send Test Email to validate the configuration end to end.

⚠️

Important: A misconfigured Custom SMTP server does not produce a visible error in NinjaCat. The report will still generate and may show a "Ready" or "Sent" status, but the underlying email delivery is silently dropped. Because of this, an absence of error messages does NOT mean SMTP is healthy — validate with a test send.

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. After updating your settings, 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.