I have published an update but an owner did not receive it

I have published an update but an owner did not receive it

Email is one an extremely temperamental form of communication with many different variables at play, however Prism through it's partner Postmark, provides the industry's fastest and most reliable email delivery with average inbox rate of 100%.

If there is an issue with Owners receiving emails, you can check via the Email Log under the Reports module in the Prism Portal.

Prism's email log is an important reporting tool to help you manage your owner communications and see which Owners are receiving and opening your communications. It also allows you to see who has unsubscribed or is having issues with their emails.



Status Key:
  1. Bounced - This would mean the recipient's email provider returned a bounce error.  Bounces usually occur when the recipient's inbox is full, the recipient's address is incorrect, the recipient's address is no longer valid, there is an error with the recipient's email provider or the recipient had marked one of your emails as spam.
  2. Delivered - This means the email was delivered but the recipient had not opened the email. 
  3. Not sent - This means the email was not sent.
  4. Opened - This means the email has been opened on the recipient's side.  Please note that some email providers such as Gmail, Hotmail and Yahoo scan the content of emails.  This scan could in some cases trigger a false "Opened" flag.
  5. Reactivated - This means the recipient of this email address has been recently reactivated.  Please see our help article on reactivating emails for more information.
  6. Unsubscribed - This means the recipient of the email had unsubscribed from your mailing list.  The email in this case would not be sent to the recipient
For emails that have the status of Bounced or Unsubscribed, please reactivate the email address and then try to resend the email. 

Finally, please ensure the Owners are in the Horse and have the right permissions checked to receive your updates. 
  1. Go to your Owner tab and locate the owner.
  2. Scroll down to the owner's Horse Accessibility section.  



  3. Ensure the correct updates are ticked on.  The screenshot below shows the default:



    Race Noms - Sends email updates when that horse is nominated for a race/trial.
    Race (Others) - Sends pre-race, post race, race results and race scratched emails.
    Media - Sends an email when you post a photo, video or audio clip into the horse's library.  If you untick this, the owner will not be able to access the horse's media library when they log into their account.
    Report - Allows your owners to receive your Horse Reports about this horse.  If you untick this, the owner will not have access to the horse's Report tab when they log into their account.

  4. If there are items that are unticked, please tick them back on and then click on Save.



  5. If the horse is greyed out, it means access to this horse is restricted for this owner.  To re-enable access, click on the Approve button and then Save: