Troubleshooting Common Email Challenges in your Planning Pod Account

Our communications tool can be vital to collaborating with your team and your clients! By connecting your external email, you can send, receive, and manage emails in your Planning Pod account, keeping everything in one place! But It's not without it's occasional hiccups. In this guide, we’ll walk you through troubleshooting some of the most common email problems, offering simple solutions to get you and your team back on track. By the end, you’ll be equipped with the knowledge to tackle these issues with confidence and minimize downtime in your email communication. 

If you've reviewed this article and still need assistance, please email us at support@planningpod.com and let us know how we can help!

"None of my emails from my connected email are sending to clients" | Fix Connection

If you are sending out multiple emails from your connected email and hearing that no one is receiving them, it might be best to look at your Email Communication settings. Often times, there has been a disconnect between the system and your external email. It can be as simple as updating your external email password that can cause a disconnect. 

To check on this connection click: Settings > Email Communication Settings. In the first panel, you'll be able to see all your connected emails. If there is a disconnect, you'll see a red "Fix Connection" button under the email address in question.

How to Fix: Click on the "Fix Connection" button and follow the steps to walk through re-establishing your connection! We might need to resend any email attempted while there was a disconnect, to make sure your communications are received.

"None of my emails from the Planning Pod email server are sending to clients | Email Settings

If you are sending out emails through our email servers ("Your Name via Planning Pod") and hearing that no one is receiving them, then it would be best to look at the setup for the notifications@planningpod email. You might need to adjust the "From sender Name" or "Reply-to Addresses". 

How to Fix: Click on Settings > Emails communications > "Settings" on the lower right side of the Connected Email panel > review and adjust settings > Hit Save. Review this video to learn more:

"I keep trying to email a specific client and they aren't getting my emails" | Invalid Email List

If you are emailing a specific person and they are not receiving your emails, it might be a good idea to check the Invalid Email list in your contacts! Their email address might not be correct or maybe they have been added to a bounce list. No matter the case, you can learn more with the Invalid Email list. 

How to Fix: in your account, Click on Contacts. At the top, you'll see a yellow bar with the words "Invalid Email". Click on the button on the right side to expand the list. Search for your contact. If they are on the list, you can gain more information as to why they are on the list. The email might need adjusting or you might need to reach out to Planning Pod Support for additional help! 

"My emails are not linking to the right event." | Auto Linking Emails to leads/Events

Within our Communications tool, you have the option to allow the system to attempt to auto-link your emails in the system to the corresponding lead/event to help you stay organized! Sometimes, the system might link an email to a different lead or event and you might need to go in and unlink/relink to the right spot!

How to Fix: Often times, this is due to a generic lead/event name. When an email comes into Planning Pod, the system looks to see if it originated within a lead/event, looks to see if the contact is associated with a lead/event, and will attempt to match by the lead/event name. If you have a lead named "Birthday", you run the risk of other emails from other events matching and linking. In this case, you can go in and rename that lead to a more specific name like, "Eli Parker Birthday Party" so no new emails link to it. Then in the Main Communications tab, you can click on "Action" in the email and select "unlink" then "Relink" to right event. 

You also can review your auto linking email settings in Settings > Email Settings. Review the Panel named "Options for Assigning Incoming Emails to Leads/Events" where you can enable or disable the auto linking feature. You can use this infographic to learn more on how the system links emails: