Problem

Recipients are not receiving emails sent from Everbridge.

Email delivery may appear successful in the system, but messages are either not sent, not delivered, or not received by the intended recipients.

Root Cause

There are multiple reasons why a recipient may not receive an email from Everbridge. This article presents common root causes and troubleshooting guidance:

• Email delivery method not enabled in the notification
• Email not attempted due to contact status
• Email delivery failure after sending
• Incorrect contact configuration
• Email routing or infrastructure issues on the recipient mail server

Solution

Verify Email Delivery Method Configuration

Confirm the Email delivery method is included in the message.

Navigate to the appropriate area based on the product in use:

• Communications: Communications > Communication List > Confirmation by Delivery Path
• Mass Notification: Notifications > Active/History > Details > Settings
• Incident Communications: Incidents > Notification Details > Settings

Review the configured delivery methods and confirm Email is included.

If Email is not listed, no email delivery attempt will occur. Add Email as a delivery method to the message or configure it as a default delivery method for future use.

Identify Email Delivery Status

Email delivery issues should be investigated by identifying the delivery outcome using Call Results. Call Results indicate whether the email was sent, not attempted, or failed, and determine the appropriate troubleshooting path.

Call Results can be accessed in different areas of the platform depending on the communication type. Refer to the following knowledge base articles for instructions:

• EB360: Locating Call Results in Communications
• EBS: Locating Call Results in Everbridge Mass Notification
• EBS: Locating Call Results in Everbridge  Incident Communications

Call Results

The Call Result for the recipient indicates whether the email was sent, not attempted, or failed, and determines which section of this article applies.

Sent

The Sent call result means the email left the Everbridge server - not necessarily that it was received by the remote server. It may have encountered a transient error and been deferred. When the attempt expires, the call result will change to Not Delivered - Bounced Email.

Not Delivered - Bounced Email

Not Delivered - Bounced Email means the email left the Everbridge server but encountered a problem before being received. This could be due to an invalid recipient address, an address rejection, access denied by the remote server, the domain's reputation being too low, or the Everbridge attempt expiring. Verify the email address is valid and spelled correctly. Otherwise, contact the network configuration team to investigate the issue.

Not Attempted - Unsubscribed

The contact has unsubscribed from email notifications. See knowledge article  EBS: Email - Unsubscribe, Opt Out, Remove, Stop From Receiving Everbridge Email Notifications for more information.

Not Attempted - Inactive Path

The notification was broadcast during a contact's self-set quiet time. See knowledge article EBS: How to Override Delivery Method Quiet Times in Everbridge Suite for more information.

Not Delivered - Duplicate Path

De-duplication is enabled, and multiple contacts have the same email address.

Not Delivered - Notification Expired

The broadcast duration of the notification ended before the delivery attempt was made. See knowledge article EBS: Troubleshooting Missed Delivery Methods in Everbridge Suite for more information.

Not Delivered - Exceed Max Contact Limit

The notification included a ConferenceBridge with a maximum contact count.

Not Delivered - Contact Path Not Defined

The contact does not have an email address. Possible reasons include:

• The contact never had an email address. An email can be added manually or via contact upload.

• If adding an email is not possible, verify the email delivery method is enabled in the organization settings (for example, see the screenshot to the right). If not, add the email delivery method, then add email addresses to contacts properly. See knowledge article EBS: How to Create and Use Delivery Methods in Everbridge Suite for more information.

• The email address was removed. An account administrator can generate a Contact Management log report to confirm via EB360: Event Log Report for Security and Contact Management Events in Everbridge Suite.

• A contact upload is not loading email addresses.

Email Routing

Everbridge Domains Permit Listing

Email delivery may be impacted if Everbridge domains are not included in the recipient organization’s permit list. Email providers may block messages due to security policies, filtering rules, or server configurations.

For additional information, see this knowledge article: EBS: Everbridge Permit Listing Best Practices.

Email Delivered to Spam or Junk Folders

Verify whether emails sent from Everbridge are being delivered to spam or junk folders instead of the inbox. If an email is found in a spam or junk folder, ensure the email is permit listed correctly.

Use of Free Email Providers

Some free email providers, such as Hotmail, Yahoo, Microsoft Office 365, and MSN, may block emails from Everbridge due to firewall rules or filtering policies.

For additional information, see this knowledge article: EB360: Contacts in Everbridge Suite With Free Email Providers Such as Hotmail, Yahoo, MS Office 365 and MSN Are Not Receiving Emails Sent From Everbridge Suite.

Use of "@everbridge.net" in the From Address

See knowledge article EBS: Troubleshooting "@everbridge.net" in the Email "From" Field in Everbridge Suite.

Custom From Email Address Configuration

When a custom "From" email address is configured, the sending domain must authorize Everbridge in its Sender Policy Framework (SPF) record. If authorization is missing, email delivery may fail.

For additional information, see this knowledge article: EBS: Emails Not Being Received From Everbridge Suite When 'Custom From Email Address' Is Configured.

Additional Troubleshooting

Changes to delivery methods may require time to propagate across all systems. Configuring multiple delivery paths for each contact can help improve message delivery reliability.

If all troubleshooting steps in this article have been completed and email delivery issues persist, such as messages not reaching intended recipients or experiencing significant delays, escalation to the organization’s IT team is recommended. The Everbridge system may have successfully sent the messages, with the issue occurring on the recipient email server.

The organization’s IT team can review email server logs to determine whether messages are being blocked, queued, or filtered, and take appropriate corrective action.