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Troubleshooting email notifications in Otuvy QM

How to diagnose missed emails, unsubscribes, and bounce issues in Otuvy QM

If someone says they did not get an email from Otuvy QM, start with the obvious checks first. Most email issues come from a bad email address, incorrect notification settings, or a bounce/unsubscribe issue you can confirm in the Email Problem Report.

Start with the basics

Before you run a report, check these items on the employee or contact record:

1. Confirm the email address is correct

Even a small typo will stop every email from reaching that person. The email address is also the default username, so a typo can affect both login access and notifications.

2. Check the record's email notification settings

Notifications must be enabled on each employee or contact record individually, or assigned through an Email Notification Template.

If the wrong events are selected, or nothing is selected at all, the person will not receive notification emails even if the email address is correct.

This applies only to notification emails. Password reset emails and username reminder emails send independently of notification settings.

3. Resend username or password help if needed

If the person cannot remember their username or password, open their Employee or Contact record and use the buttons next to the User Information box:

  • Email Username to User
  • Email Password Reset Link to User

If you have already checked the email address, confirmed notification settings, and resent username or password emails when needed, the next step is the Email Problem Report.

What the Email Problem Report does

The Email Problem Report is a diagnostic report that shows email delivery problems in your Otuvy QM account.

It tracks two reasons Otuvy would stop sending emails to a recipient:

  1. The email is bouncing.
  2. The person has unsubscribed from Otuvy emails.

This is the right report to use after you have ruled out a typo or a notification setting issue.

How to run the report

The setup is simple. There is only one setting:

Output Type

  • PDF Report (default)
  • MS Excel

There are no date filters and no selection criteria. The report shows the full list of currently tracked email problems across your account.

Choose:

  • PDF if you want to review or share the list
  • Excel if you want to sort, filter, and work through the results as a cleanup queue

When to run this report

Most admins run this report monthly or quarterly as routine maintenance.

It is also useful when:

  • A client says they never received an inspection report, work order notice, password reset link, or username reminder
  • You are onboarding a new client and their emails are not arriving
  • You manage multiple branches or locations and want to identify where contact data cleanup is needed
How to interpret the results

This report is not saved, so run it fresh each time you need it.

If the email does not appear in the report

If the recipient's email address is not listed, Otuvy QM is sending emails to that address correctly.

That usually means the issue is outside Otuvy QM. Ask the recipient to check:

  • Their inbox
  • Secondary inbox tabs or folders, such as Promotions or Updates
  • Their spam or junk folder
  • Their email server or quarantine tools with their IT team

Some email systems block or delay mail without generating a hard bounce. If that happens, the issue will not appear in the report.

If the report shows an unsubscribe

The recipient must email vip@otuvy.com from the same email address that unsubscribed and request a resubscribe link.

Once that request is received, Otuvy will send the resubscribe link so the recipient can start receiving emails again.

This process cannot be bypassed because it is required for CAN-SPAM compliance.

If the report shows a bounce

A bounce means the recipient's email server rejected the email.

The two most common causes are:

  • A typo in the email address
  • The recipient's email server rejecting the message for security reasons

If you have confirmed the primary email address is correct, the bounce is usually caused by the recipient's server or security settings.

Ask the recipient's IT team to whitelist these sender patterns:

noreply@cleantelligent.net
noreply@cleantelligent.com
*@cleantelligent.com
*@cleantelligent.net

And these IP addresses:

70.35.112.103
70.35.112.104
70.35.112.99
70.35.112.109

After whitelisting is complete, the recipient still needs to email vip@otuvy.com and ask Otuvy to clear the bounce report for that email address.

Otuvy QM stops sending to an address after it has bounced. Even after whitelisting is done, delivery will not resume until that bounce record is cleared.

Quick decision guide

If you need to troubleshoot fast, use this sequence:

  1. Confirm the email address on the record
  2. Confirm notification settings are enabled for the right events
  3. Resend username or password emails if needed
  4. Run the Email Problem Report
  5. If the address is not listed, the issue is likely on the recipient's side
  6. If it shows unsubscribe, the recipient must request a resubscribe link from vip@otuvy.com
  7. If it shows bounce, have their IT team whitelist Otuvy senders and IPs, then request a bounce clear from vip@otuvy.com

Still stuck?

If you are working through a specific error and the cause is still unclear, contact Otuvy Support for help at vip@otuvy.com