Review a failed or undelivered message
Check why a tenant message was not delivered, review the recipient and communication channel, correct any contact details and resend the message where appropriate.
A failed status means Estavo or the delivery provider could not complete the selected communication action. Review the failure carefully before changing contact details or resending the message.
How failed and undelivered messages work
Email failure
The email address may be invalid, unavailable or rejected by the receiving mail service.
Portal failure
The tenant may not have active portal access or the conversation could not be recorded.
Attachment failure
The message may fail because a file is unavailable, unsupported or exceeds an applicable limit.
A failed message was not delivered successfully. A delivered message may simply remain unread or unacknowledged.
Before reviewing the failed message
- Confirm the tenant and property involved.
- Review the original message date.
- Check whether the message was email, portal or both.
- Review whether another copy was already sent.
- Check whether the tenant replied through another channel.
- Confirm whether attachments were included.
- Review whether the message remains relevant.
- Check whether the contact details were recently changed.
- Avoid resending repeatedly before identifying the failure.
Find the failed or undelivered message
Open Communication
Select Communication from the main Estavo navigation.
Open message filters
Select Failed, Undelivered or the relevant delivery status.
Search for the message
Use the tenant, property, subject, date or message text.
Open the communication record
Review the message, recipient, attachments and delivery details.
Review the message status
Waiting for processing
The message has not yet completed the delivery process.
Passed to the provider
Estavo submitted the message to the selected delivery service.
Delivery reported
The provider reported successful delivery where supported.
Delivery unsuccessful
Review the failure details before taking further action.
Do not resend immediately where the message remains queued and no failure has yet been reported.
Check the displayed failure reason
Boiler repair appointment
24 Oak Avenue · Connected tenant
Review the selected tenant and contact details
Confirm updated contact details before resending a message or attachment.
Review the original message before resending
- Confirm the message is still required.
- Review the subject.
- Check names, dates and property details.
- Update any appointment that has passed.
- Review any deadline.
- Check whether the tenant was contacted another way.
- Remove information that is no longer relevant.
- Do not resend an outdated message unchanged.
Review every attachment again
Open the complete file
Confirm the document is readable and still relevant.
Check the version
Replace an outdated attachment with the current version where required.
Review recipient access
Confirm the corrected recipient may receive the file.
Check file size
Remove unnecessary or oversized attachments where they caused the failure.
Correct the tenant contact details
Open the tenant record
Select the tenant connected to the failed message.
Select Edit
Open the tenant contact-detail fields.
Enter the confirmed details
Correct the email address, telephone number or portal account information.
Save and verify
Reopen the tenant record and check the updated information.
Return to the failed communication and complete a separate resend action.
Choose another communication channel where suitable
Retry email only after confirming the recipient address and failure cause.
Tenant Portal
Use portal messaging where the tenant has active access and the message is suitable for that channel.
Email and portal
Use both where the message should be emailed and retained in the portal thread.
Separate contact method
Use another suitable method outside Estavo where required and record the communication appropriately.
A preferred contact method does not automatically make that channel suitable for formal or urgent communication.
Resend the corrected message
Open the failed message
Confirm the subject, property, tenant and failure reason.
Select Resend or Retry
Open a new delivery attempt using the original communication record.
Review the updated recipient
Confirm the corrected address or portal account appears.
Review the message and attachments
Update outdated information and open every file.
Select Send
Submit the corrected communication.
Wait for confirmation
Confirm the new delivery attempt is recorded.
Verify the resent message
- Open the communication history.
- Confirm the new delivery attempt appears.
- Check the corrected recipient.
- Review the selected communication channel.
- Confirm the correct attachment is included.
- Check whether the status changes from queued to sent.
- Review any later delivery or failure update.
- Avoid sending another copy while the message is processing.
Respond to repeated message failures
- Stop repeated automatic or manual attempts.
- Review the complete failure history.
- Confirm the tenant’s contact details directly.
- Check the delivery channel configuration.
- Remove attachments and test only where appropriate.
- Try another suitable channel.
- Record any contact made outside Estavo.
- Contact support where valid messages continue to fail.
Multiple attempts can produce a confusing communication history or send several copies if a temporary issue later clears.
Handle formal, urgent or time-sensitive messages
- Do not rely solely on a failed delivery attempt.
- Review whether the message remains within the required timeframe.
- Confirm the appropriate delivery method separately.
- Use another suitable channel where necessary.
- Record what was sent, when and how.
- Retain the failure and resend history.
- Seek appropriate professional advice where the communication has legal significance.
Confirm independently whether the communication method and timing meet any applicable requirement.
Common failed-message problems
The failed message cannot be found
Search by tenant, subject and date, then set the status filter to Failed or All.
No failure reason appears
Refresh the communication record and allow time for the provider response to update.
The email address looks correct
Confirm it directly with the tenant and review whether the mailbox or domain remains active.
The Resend option is unavailable
Check your permissions and create a new message using the reviewed content where appropriate.
The message fails only with an attachment
Check the file size, type, availability and whether the document opens correctly.
Portal delivery failed
Review the tenant’s portal account, invitation and tenancy access.
The resent message remains queued
Allow time for processing before creating another attempt.
The tenant received duplicate copies
Review the delivery attempts and avoid resending while another message remains queued.
The failed message has been reviewed
The next guide explains how to archive a completed conversation while retaining its messages, replies, attachments and communication history.
Continue to archive a conversation