Email deliverability is a world unto itself and we do a lot to ensure our emails are delivered to your inbox.  But this is an art, not a science, and things sometimes go wrong.  Here are some common issues that prevent GroupValet emails from being delivered to your inbox.

  1. If you use Gmail, it's possible that Google is putting our emails directly into the Promotions folder.  See here for more info.

  2. You might have accidentally (or on purpose) marked a GroupValet email as spam.  Unfortunately, many email programs put the Delete button next to the Spam/Junk button.  Often people intend to delete an email but hit the spam button by accident.  Once an email is marked as spam, we legally cannot send any more emails to you from that address.  GroupValet emails are sent from different addresses, so it's entirely possible that you accidentally marked an email as spam from one address but not from another - this is called "Partially Blocked".  So you would continue to receive some GroupValet emails, but not all.

    If you believe this might have happened to you, there are a few things you should do to help fix the issue. This article goes into some more detail. Unfortunately, there is nothing we can do at GroupValet to fix this - these are steps you need to take, and the fix will not be immediate.

    a. Search in your email program for members.groupvalet.com. Emails you receive will have this after the @ sign. If you find any of these emails in your spam or junk folder, move them all to your Inbox. This will tell the algorithm that you want to receive our emails. Once that action is reported back to us, we will start to send you emails again.

    b. If you find any of those emails, after you've moved them to your Inbox, go to those emails and click some links. It doesn't matter which links you click - even clicking the GroupValet logo is good. Clicking an email is the strongest message you can give to the algorithm that you want to receive emails from GroupValet.

    c. Flag the emails that you find as Important. This will also inform the algorithm, but with some providers, it will add additional protection from accidentally marking emails as spam in the future. Here are links to articles that explain how to flag emails as Important in various systems:

    Gmail
    Outlook
    AOL
    Yahoo
    iPhone or iPad Mail


  3. You might have unsubscribed from GroupValet (which turns ALL emails off) or you might have turned off notifications from specific groups or communities.  Just log in to www.groupvalet.com and click Profile in the upper right. You'll be able to re-subscribe or turn the notices back on. Note - the Profile is only available on our website in our app version 4.2.9 and higher.

  4. If the activity is in Test Mode, then no notices will be sent out. Contact your group captain/manager to see if this is the case.

  5. If you responded in advance for a date (prior to when the notices are scheduled to be sent), then you will not receive a notice.  By default, notices are only sent to those who have not already responded.

  6. This point is likely the issue if you use a custom domain (the part after the @ in an email address) - for instance, if you have a personal email domain or a company domain.  This is less likely (but still possible) if you have a common domain, such as gmail.com, aol.com, comcast.net, etc.

    Often the custom domains will have firewalls built in that can start to block emails based on your behavior. For instance, if you commonly delete GroupValet emails without ever opening them, the firewall algorithm will start to decide you don't want to receive our emails because you rarely interact with them. Ask your group manager to check the Email Deliverability for your email. If there are a lot of emails that were delivered but never opened, then this is likely the root cause. It's absolutely possible that you're getting emails from one GroupValet address but not from another. Again, it's all based on if/how you interact with the emails when you receive them.

    Contact the IT person/people that manage your email domain and ask them to whitelist these three items:

    1. Sending Domain groupvalet.com
    2. Sending Subdomain members.groupvalet.com
    3. Sending IP Address 54.240.75.84

    You should also do a search in your email for members.groupvalet.com and if you find any emails in a spam, junk or trash folder, move them to your inbox. That action will tell the algorithm that you want to receive emails from GroupValet, though it may take some time for that to happen. Please see point 2 above for more steps you can take to help educate the algorithm.