Troubleshooting Email Delivery Issues with Rock Gym Pro and SendGrid

Most emails are sent through Rock Gym Pro (RGP) and then handed off to your facility’s SendGrid account for delivery. If you're receiving reports that customers are not receiving emails, follow these steps to identify and resolve the issue. 

Step 1: Check the RGP Email Queue

1. Open RGP and navigate to Data Entry > Manage > Email System > View Queue
2. This screen shows all emails that RGP has attempted to send to SendGrid.
3. To find a specific email:
   - Sort the Email column by address.
   - Scroll to locate the email in question.

 Understanding the Status Column

• "Sent": RGP successfully handed the email off to SendGrid.
• Status other than "Sent": There was an issue sending the email to SendGrid. 
  • Check the highlighted section in that window to better understand what was the issue.
  • A common cause is exceeding your monthly email limit on your SendGrid plan. If this happens, you’ll need to either wait until the next month or contact SendGrid to upgrade your plan.

 Step 2: If RGP Shows "Sent" – Check SendGrid

If the email shows as "Sent" in RGP, the issue likely lies within SendGrid.

 Access Your SendGrid Account

1. Log in at sendgrid.com using your facility’s credentials.
2. Navigate to the Suppressions section on the left-hand menu.

 Check for Suppressed Emails

1. Look under:
     - Bounces
     - Blocks
2. Search for the customer’s email address.

If the email appears here, it was blocked or bounced by SendGrid. You may be able to take action to unblock the address directly within SendGrid. See SendGrid's support center for more details. 

 Step 3: Check SendGrid Activity

If the email is not in Suppressions:

1. Go to the Activity section in SendGrid.
2. Search for the customer’s email to see if the message was successfully delivered.

 Possible Outcomes

• Email appears in Activity: It was likely delivered, but may have been filtered by the recipient’s email provider.
• Email does not appear: It may have been blocked at the domain level or failed silently. In this case, contact SendGrid support for further assistance.

Need More Help?

If you've followed these steps and are still unsure why emails aren't being received, gather specific examples (email addresses, timestamps, etc.) and reach out to SendGrid support for deeper investigation.