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Email Responses Not Reaching Clients Message Box

andy-hill
Community Leader
Andy H Member Since: May 11, 2016
1 of 10

Hi folks, I wonder if someone can help.

Sometimes I respond to Upwork messages via email rather than logging into the site. Recently, though, they haven't been reaching the recipient. I just checked my last two responses to different clients. Alas, there's nothing in their message windows from me. That's quite a concern for obvious reasons.

 

I don't get any failed email notifications my end, so they must be reaching somewhere. Can someone check what's happening, please?

 

Thank you in advance,

 

Andy

g_vasilevski
Moderator
Goran V Moderator Member Since: Mar 24, 2017
2 of 10

Hi Andy,

I just checked your account and was able to locate a message that you sent directly from your email. Do you receive any errors when you try to reply from your email? If you have an example where you replied but it was not sent please send me the details along with a screenshot via PM and our team will investigate it further. Thank you.

~ Goran
Upwork
prestonhunter
Community Guru
Preston H Member Since: Nov 24, 2014
3 of 10

Andy: The way Upwork handles email is not always perfect.


There are lapses in functionality at times.

 

But even if there weren't... even if Upwork did everything perfectly all the time... Upwork doesn't control the "complete circuit" for email. There are things beyond Upwork's control after an email message has been sent. There is no way - no matter what they do - to guarantee that every message they send actually reaches the intended recipeint and is read by him. There is no way to guarantee that replying to a client message via email will correctly relay the message to the client. This OFTEN works. (But it doesn't always work.)

 

The only way to be ABSOLUTELY CERTAIN is to log into the Upwork site directly and check for messages.

andy-hill
Community Leader
Andy H Member Since: May 11, 2016
4 of 10

You might be right, Preston, thanks for your contribution.

 

It's just that there are times when an email response is quick and easy, but maybe it's not worth the shortcut.

 

Best regards,

 

Andy

andy-hill
Community Leader
Andy H Member Since: May 11, 2016
5 of 10

Hello, Goran, thanks for your prompt response.

 

The last message I send was a test and read, Testing, 1 2 3. I can't see it at the message end, so I assume they're still not reaching the recipient. I don't get any failed delivery errors. 

 

Best regards,

 

Andy

g_vasilevski
Moderator
Goran V Moderator Member Since: Mar 24, 2017
BEST ANSWER
6 of 10

Thank you for the follow up Andy,

 

Please send me a screenshot from your end via PM with the text message and the exact time when you responded, also please confirm on what message room you were responding. 
Once you`ve shared the details with me our team will investigate this further.

~ Goran
Upwork

View solution in original post

andy-hill
Community Leader
Andy H Member Since: May 11, 2016
7 of 10

Hello, Goran.

I haven't sent any text messages. I will prepare some screen shots of the email details and see if that helps Smiley Wink

 

Best regards,

 

Andy

andy-hill
Community Leader
Andy H Member Since: May 11, 2016
8 of 10

Hi folks, I wonder if someone can help.

 

I posted this yesterday, but it seems to have disappeared, so here it is again.

 

Sometimes I respond to Upwork messages via email rather than logging into the site. Recently, though, they haven't been reaching the recipient. Yesterday, I checked my last two responses to different clients. Alas, there's nothing in their message windows from me. That's quite a concern for obvious reasons.

 

I don't get any failed email notifications my end, so that suggests they must be arriving somewhere. Is there any way someone can check what's happening, please?

 

Perhaps I should open a support ticket? Either way, if someone could let me know how to proceed that would be great Smiley Wink

 

Thank you in advance,

 

Andy

aocumen
Moderator
Avery O Moderator Member Since: Nov 23, 2015
9 of 10

Hi Andy, 

You should be able to see all your posts on this page. To get here, please click on the icon to the right of the envelope on your menu bar (upper right-hand side of your window). 

I merged both your new post, on your old thread so that you can see Goran and Preston's reply. Could you please check on Goran's reply? Let us know how we can assist you further.


~ Avery
Upwork
andy-hill
Community Leader
Andy H Member Since: May 11, 2016
10 of 10

Thank you, Avery, I'm on my way Smiley Happy

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