If you've stopped receiving emails from Hoops, or an invited user hasn't received their invitation email, the most common cause is that your email address has been placed on our email provider's bounce suppression list.
This can happen if an email previously couldn't be delivered—for example, because the mailbox was full, the email address was temporarily unavailable, or the email server rejected the message.
When this happens, future emails to that address may be automatically blocked to protect the sender's reputation.
Common Symptoms
You may notice one or more of the following:
User invitation emails are not received.
Password reset emails do not arrive.
SalesDoc or Job emails stop arriving.
Proof approval emails are not received.
Automated emails from Hoops are missing.
Other team members receive emails, but one specific email address does not.
If only one email address is affected, a bounced email is the most likely cause.
What Should I Do?
If you believe emails from Hoops have stopped arriving, contact the Hoops Support team as soon as possible.
We can quickly check whether your email address has been added to our email provider's suppression list and, if required, remove the block so emails can be delivered again.
The sooner you let us know, the sooner we can restore email delivery.
What Information Should I Provide?
When contacting support, it helps to include:
The affected email address.
The type of email you were expecting (for example, an invitation, proof notification, password reset, or SalesDoc email).
Approximately when the email should have been received.
This allows our team to investigate and resolve the issue as quickly as possible.
Can I Fix This Myself?
In most cases, no.
If the email address has been placed on the suppression list, it must be reviewed and released by the Hoops Support team.
Once the suppression has been removed, emails from Hoops should begin delivering normally again.
Need Help?
If you're not receiving emails from Hoops, or an invited user hasn't received their invitation email, please contact the Hoops Support team straight away.
We'll check the email delivery status, investigate any bounced messages, and restore delivery if a suppression is preventing emails from reaching your inbox.