First: did SwimWin ever send it?
Most transactional emails are not built yet. Today the only one that sends is the registration received receipt from the public join form.
Not yet sending:
- The invitation to set a password
- Waitlist offer, reminder and expiry
- Registration approved and registration declined
- Waiver needed
- Payment receipt and payment failed
- Membership activated
So "the family never got the approval email" is very often correct and not a delivery problem at all. Until these land, telling the family is a manual step. See Announcements and email.
If it is one that does send
Every send SwimWin makes has a ledger row: who it was for, which message, when it went, and what the provider reported afterwards — delivered, bounced, complained. That record is the answer to "we never got it", which is otherwise an argument nobody can win.
Ask SwimWin support to check the row. There is no staff screen for it yet.
The usual causes when it did send
- Wrong address on file. Check the person record.
- Bounced. The mailbox is full, or the address does not exist.
- Spam folder. Club mail comes from your club's name and branding, which helps, but a first message to a new domain still lands in spam sometimes.
- The family is looking at the wrong inbox. A household with two parents has two addresses, and the message went to the one the club holds.
What to do right now
Tell the family directly. Then fix the address on the person record so the next one lands.