Communication Profile emails are not being sent to my customers.

First, verify that no emails have been sent out: 

1. Under the Selling tab of your job, navigate to the Newsletters & Communication section and verify if you have potential buyers for this job. One reason why you may not have data may be that you imported a roster that contained only phone numbers, and no emails. An email address is needed to create a potential buyer in the system. For more information, please refer to this article: Upload a Nameslist into Your Photo Job
2. If you have potential buyers, click on Show Automated Notifications. If it says "no data", you can be sure no emails went out. 

Next, investigate what may have caused the issue in order to prevent it in the future:

1. Have you successfully completed the validation of your Stripe Express account? Only after completing this step will the system send your emails.
2. Did you switch the job to selling between 9 PM and 9 AM your local time? During this time, Communication Profiles won't send notifications to respect your customers' nighttime. If this happens, simply wait until 9 AM, and the emails will be sent to your customers.

   Since most photographers choose to send out their Communication Profile messages at 9am, there can sometimes be a slight delay of about 1-2 hours in emails reaching customers. Rest assured — your emails will go out. Check back in a couple of hours to see this reflected in your dashboard. 

3. If you've set up a special job type, such as a group photo-only job with one access code, and uploaded a names list, ensure notifications are set to "All customers" or "Customers with no photos available." Since no photos are assigned to QR codes after the names list import, choosing "Customers with photos available" will result in no notifications being sent.
4. Is it a Prepay or Prepay+ job? Please ensure you use the correct Communication Profile. For Prepay+, it is crucial to use the dedicated "MUST USE—Prepay+ (With Access Code and Proofing Phase)" Communication Profile or an adjusted copy to ensure each customer group receives the correct email.  
5. Another reason could be that you switched the job to selling before adding a Communication Profile. You might have done this to quickly verify that everything in the shop looks nice and neat. The system detects in this case that the trigger event "When a job is set to selling" has already occurred, so it won't send out notifications if you switch it to selling again after adding the Communication Profile.

here are the steps to reactivate the Communication Profile in your job:

1. Remove the Communication Profile from the job by switching to "No Marketing Emails/SMS: To Notify Your Customers, Select a Profile" and hit Save Settings at the bottom of the page.
2. Move the job from its current status to Archived, then back to Planning.
3. Now, add the Communication Profile to the job again on the Job Settings page, and hit save. Ensure that the desired profile is selected before hitting Save Settings.
4. Switch the job back to selling. This will effectively "reset" the Communication Profile, causing the emails to begin queueing internally and to be sent out.
5. If 24 hours have passed since you reset the Communication Profile and the emails still need to be sent, please submit a manual newsletter from the Selling tab of your job. Learn more here: Send a Newsletter (Email)

Later, additional photos were added for the remaining potential buyers, and the job was set to "Selling" again. However, the email was not resent to the updated list of potential buyers.

The Root Cause: The potential buyers who did not have photos available in the first place were in the group of recipients of the first email, although they were excluded because they were no photos. Our system will, therefore, not target them a second time.

The Recommended Solutions:

• Option 1: Use a different communication profile in the job. That will retrigger emails for the first trigger to all potential buyers (also those who already received the first email) 
• Option 2: Manually send a newsletter to only those parents who did not have photos available in the first place. This can be best accommoplished by uploading the photos to a seperate album. Using the newsletter tab (Customers > Newsletters > Create Newsletter) will allow you to only filter for parents in this specific album. 

While these steps are provided as troubleshooting suggestions, we cannot guarantee that they will resolve the issue in every situation. Each case can be influenced by unique factors or other technical conditions.