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العربية

Fix a missing subscriber or new-subscriber email

Use this article if a customer signed up through the countdown form, but you cannot find them on the Subscribers page, or the New subscriber email did not reach you.

The problem​

Each signup triggers two separate things:

  • Saving the subscriber: PopupSnap always saves the subscriber on the Subscribers page, even if you turned off the emails.
  • The New subscriber email: it goes to your account's email address (the subject line is in Arabic). It holds the popup name and the details the customer entered, such as their email, name and phone number.

If the subscriber shows on the page but the email did not reach you, only the email has a problem. Your data is saved.

Possible causes​

  1. A filter or search on the Subscribers page hides the record.
  2. The customer entered invalid details, so the signup was not saved.
  3. The customer sent the form twice within 30 seconds.
  4. New-subscriber emails are off for your whole account.
  5. New-subscriber emails are off for this countdown only.
  6. The form has no email, name or mobile number.
  7. A sending limit was reached.
  8. The email landed in your spam folder.

Fix for each cause​

1. A filter or search hides the record​

  1. Open Subscribers.
  2. Choose All popups and clear the "Search..." box. Or click Clear search and filter if it shows.
  3. Search for part of the customer's email, name or mobile number. The list shows the newest first.

2. Invalid details​

If the customer enters an invalid email or mobile number, they see a message, and nothing is saved until they correct it:

  • "Enter a valid email address, like name@example.com"
  • "Enter a valid mobile number, like 05xxxxxxxx"
  • "This field is required"

When you test, use a correctly formatted email such as [email protected], and a number that starts with 05.

3. The same form sent twice within 30 seconds​

If the same customer sends the form again within 30 seconds, only the first submission is saved. When you test, wait a minute between tries, or use different details.

4. Emails are off for your whole account​

  1. From the gear icon, choose Account settings, then open the My account tab.
  2. Find the Email notifications card. Its status reads On or Off.
  3. If it is Off, click Turn on new-subscriber emails. The message "New-subscriber emails are on." appears.

If you used the turn-off link at the bottom of an earlier email and confirmed on the page it opened, you turned the emails off for your whole account. The same happens if you clicked Unsubscribe next to the sender's name in Gmail or Apple Mail: it turns the emails off at once, with no confirmation page. Turn them back on from the same card.

5. Emails are off for this countdown​

  1. Open the countdown's settings page. See Open the countdown display settings.
  2. Open the Integrations tab, then the Action section.
  3. Turn on Email me about each new subscriber from this popup.
  4. Click Save.

If "New-subscriber emails are off for your whole account." shows under the switch, the emails are off at account level. Click Account settings and turn them on as in cause 4.

6. The form has no email, name or mobile number​

The email is sent only if the signup has an email, a name or a mobile number. The subscriber is saved on the page either way, and you find all their details on the Subscribers page.

7. Sending limits​

  • One email per customer for each countdown within 5 minutes.
  • Up to 500 emails for each countdown per hour.

Subscribers above these limits are saved on the page, but you get no email about them.

PopupSnap also sends only your first 3 new-subscriber emails of the day (Riyadh time) right away. Later signups that day come together in a summary email, sent every 4 hours.

8. The spam folder​

Search your inbox for emails from [email protected] (the subject line is in Arabic), and check your spam folder. The email goes to your account's email address only.

Check that the problem is fixed​

  1. Send the form from your store with valid test details.
  2. Refresh the Subscribers page. The signup shows at the top of the list.
  3. Check your account's inbox. The New subscriber email arrives if the emails are on in your account and in the countdown.

When to contact support​

Contact support if:

  • You sent a valid test and it does not show in Subscribers after a few minutes.
  • The emails are on in your account and in the countdown, and no email arrives for a new signup after you checked your folders.

Include: the countdown's name, the approximate time of the test, and a screenshot of Subscribers with test data only.

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