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When a customer tells you they never got a status update or your latest changelog, the answer is on their profile. Every customer has a Sending health panel that shows whether Sleekplan can still deliver email to their address, and why it stopped if it did. This matters because a rejected address is invisible otherwise. Your mail provider accepts the message, reports success, and then discards it, so the app would happily show the email as sent while nothing ever arrived. Sending health is the record of what actually happened.
Sending health appears only for customers who have a real email address. Anonymous users who voted or commented without giving one have nothing to check.
Sending health answers the question for the address as a whole. To see what happened to one particular email, open the same customer’s Emails tab, which shows each notification you sent them and whether it went out, bounced, or was stopped.

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Check one customer

1

Open the customer

Go to Customers and select the person who reported the problem. Their details open in the panel on the right.
2

Read the Sending health panel

Scroll the right panel to Sending health, just below Email preferences.Status is the answer to “are we still emailing this person?” It reads one of three ways:Reason explains what caused it, Bounces counts the failures behind the decision, and Last event is when the most recent one happened.

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What each reason means

A spam complaint only stops your workspace. If the same person is a customer of another workspace, that workspace keeps emailing them normally. A rejected mailbox is different: a dead address is dead everywhere, so it stops for every workspace at once.

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What still gets through

A stopped address does not lock anyone out. Sleekplan only withholds notification emails: new comments, mentions, status updates, and changelog updates. Sign-in codes, and anything else a person needs to actually use your board, are always sent. Someone whose notifications have stopped can still sign in, post, and vote exactly as before.

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Start sending again

If you know an address is working, for example the customer fixed a typo or confirmed their mailbox is back, you can restore it.
1

Select Allow sending again

The button appears in the Sending health panel whenever a customer is paused or blocked.
2

Confirm

Restoring also removes the address from your mail provider’s suppression list, which is what makes the next email actually go out. If the address is still dead, the next bounce stops it again, so there is no harm in trying once.
Restoring an address that genuinely does not exist will bounce again immediately. Repeatedly restoring dead addresses damages your sending reputation and can push your legitimate emails into spam folders for everyone. Only restore addresses you have a reason to believe are working.

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When it pauses and when it stops for good

You do not need to manage any of this, but it helps to know the rules:
  • A permanent rejection or a spam complaint stops sending immediately, and it stays stopped until you restore it.
  • Temporary failures are forgiven. It takes three inside 30 days to pause an address, and the first pause lasts 30 days. If the same address keeps failing after that, the next pauses are longer (90 days, then 180). A temporary failure never becomes permanent on its own.

Emails Sleekplan sends

Every email your users can receive, who gets each one, and how to send from your own domain.

What happened to each email

The per-message view: every notification you sent a customer, and its outcome.

End-user accounts

How your customers’ accounts work, and why they never sign up at Sleekplan.