Start here if Send now is grayed out, you hit a sending limit, or some recipients say they never got your email.
"Send now" is grayed out
The send buttons only activate once the draft is complete. Check that the email has:
- At least one recipient with an email address — the counter under To must show at least 1 person.
- A subject line.
- A message in the body.
Check whether an email was delivered
- Go to Communication → Emails and click Sent (or Failed).
- Open the email.
- Review the totals at the top — Total Recipients, Delivered, Failed, Pending, and Skipped if any recipient was skipped — and the Recipients list below, which shows a status for every person:
| Status | What it means |
|---|---|
| Sending | Waiting to be sent, or on its way to the recipient's inbox. |
| Delivered | Successfully delivered. |
| Bounced | Rejected by the recipient's email provider — usually a wrong or dead address. |
| Failed | Failed to send because of an error. Hover over the badge to see the reason. |
| Skipped | Not sent, because the address is blocked — it's bouncing or was marked as spam. Hover over the badge to see which. |
Fix and resend a bounced or failed email
A bounce usually means the address is misspelled or no longer exists.
- In the Recipients list, click Send again next to the person.
- Admins: correct the Email address if it's wrong. Teachers can only send again to the address on file.
- Click Send again to confirm.
Blocked addresses are skipped. Also update the address on the person's contact record (Enrollment → Families) so future emails go to the right place.
Some people were never included
Recipients without an email address on file aren't included at all. The draft editor warns you before sending: "N selected recipient(s) have no email address and won't be included." Add an email address to their contact record and they'll be included next time.
The address is blocked
A Skipped status means the address stopped accepting mail altogether — after a hard bounce, or after someone marked one of your emails as spam. Until you put a working address on the contact, nothing sends there: not broadcasts, and not the automatic emails like invoices, receipts, and parent portal login codes.
To find every blocked contact, go to Enrollment → Families, click the filter icon, and set Email blocked to Blocked (bouncing or marked as spam).
See Blocked Email Addresses for how to clear one.
Emails landing in spam
If recipients find your emails in their spam or junk folder, ask them to:
- Move the email to their inbox and mark it as "not spam", and
- Add your reply-to address to their contacts or safe-senders list.
This teaches their email provider that your school's emails are wanted.
Note: A copy of every email sent to a parent is also saved in their parent portal under Messages → Emails, so they can find it there even if their inbox filtered it.