If a scheduled message wasn't delivered when expected, or a recipient says they didn't receive your video, this guide will help you understand why and what to do about it.
đ First, Check Your Message Status
Log into your Bovella account and go to your Messages dashboard. Find the message in question and check its current status:
Understanding Message Statuses
đ Scheduled
Your message is waiting to be delivered at the scheduled date and time. Everything is working correctly.
âŗ Pending
The delivery process has started. The recipient should receive the notification shortly.
â Delivered
The message notification was successfully sent to your recipient's email address.
â Failed
There was an issue delivering the message. See below for common causes and solutions.
1. Status Shows "Delivered" But Recipient Didn't Get It
If your dashboard shows the message was delivered but your recipient says they didn't receive it, the notification email may have been filtered or missed.
- Check spam/junk folder - Ask your recipient to search their spam folder for emails from Bovella
- Search all mail - Have them search their entire inbox for "Bovella" or your name
- Check promotions tab - Gmail users should check the Promotions or Updates tabs
- Verify the email address - Double-check that the recipient's email address was entered correctly
- Resend notification - Use the "Resend" option in your message dashboard to send a new notification
To prevent future delivery issues, ask your recipients to add noreply@bovella.com to their contacts or address book. This helps ensure notifications don't get filtered as spam.
2. Invalid or Incorrect Email Address
Messages can fail to deliver if there's an issue with the recipient's email address.
Common email errors
- Typo in the address - "gmail.con" instead of "gmail.com"
- Missing characters - "john.doe@gmail" (missing .com)
- Extra spaces - Accidental spaces before or after the email
- Old or inactive email - The email account no longer exists
- Go to your message in the dashboard
- Click to edit the recipient details
- Carefully verify the email address
- Correct any errors and save
- Use the resend option if the original delivery failed
3. Recipient's Email Server Rejected the Message
Some corporate or institutional email servers have strict security settings that may block automated emails.
- Ask your recipient if their IT department blocks external automated emails
- Try using a personal email address (Gmail, Outlook, Yahoo) instead of a work email
- Contact your recipient directly and share the viewing link manually
4. Message Scheduled for Far Future Date
For messages scheduled years in advance, it's important to ensure recipient contact information stays current.
Email addresses can change over time. We recommend reviewing and updating recipient information periodically for messages scheduled more than a year in advance. Bovella will send you reminders to verify recipient details before delivery.
- Add multiple contact methods for each recipient when possible
- Set calendar reminders to review recipient info annually
- Designate a backup contact person who can help locate the recipient
- Consider adding a secondary email address as backup
5. Message Still Shows "Scheduled" After Delivery Date
If the delivery date has passed but the status still shows "Scheduled," there may be a processing delay.
- Wait a few hours - Messages are processed in batches and there may be a slight delay
- Check the exact time - Verify the scheduled time hasn't passed yet (check timezone)
- Refresh your dashboard - The status display may need to update
- Contact support - If it's been more than 24 hours past the scheduled time, reach out to us
6. Timezone Issues
Messages are delivered based on the timezone you selected when scheduling. Make sure you've set the correct timezone for your recipient's location.
When scheduling, you can choose to deliver based on your timezone or your recipient's timezone. For birthday or anniversary messages, we recommend using the recipient's local timezone so they receive it at the right time in their day.
Still Having Issues?
If you've tried the solutions above and still can't resolve your delivery issue, please contact our support team. Include:
- Your Bovella account email
- The message title or ID
- The scheduled delivery date
- The recipient's email address (first few characters are fine for privacy)
- A description of the issue
đ§ Contact Support
Our team is here to help ensure your important messages reach their intended recipients.
Email: support@bovella.com