How to Troubleshoot Group Card Email Delivery

Start with the status, not the inbox

When a recipient says that a group greeting card has not arrived, first open Purchased Cards and find the card. Its date and status distinguish a card that has not been sent from an email that has left Happy Tree Cards but has not reached or been noticed in the recipient inbox.

Also confirm whether the card has a secondary recipient email. Primary and secondary deliveries are tracked independently, so one address can succeed while the other fails. In that situation the card may show Partial Delivery rather than a single all-or-nothing result.

Read the customer-facing delivery states

Scheduled or Unscheduled means delivery has not started. Sending is a short processing state. Sent means the message has been handed to the email service; Delivered means the recipient mail system accepted it; Opened means the tracked delivery link has been opened. A delivered email can still be in spam, quarantine, a focused inbox tab or an automated security review.

Bounced indicates rejection by the receiving system. Out of Office is a response from the recipient mailbox. Mailbox Error covers conditions such as a full mailbox, message-size rejection, content rejection or a general delivery error. Partial Delivery means one of two recipient addresses was delivered while the other encountered a problem. Moderation Hold is not an email fault: automatic delivery was paused because an organisation moderation rule detected an issue.

Check an unsent or scheduled card

Select Admin on the card and verify the recipient address, secondary address, delivery date, time and time zone. A scheduled card remains open for signing until its send time. If the date is later than expected, correct it before delivery. If the card is deliberately unscheduled, choose an appropriate date or use the immediate-send option when the content is ready.

A card must also be purchased or paid with a credit before delivery can proceed. If it remains in the basket, complete checkout or spend a credit. For an organisation card, check whether a moderation hold is shown and ask an administrator to review the moderation page and the card content.

Help the recipient search effectively

Ask the recipient to search for Happy Tree Cards and the sender or recipient name, then check spam, junk, promotions, quarantine and any corporate email-security digest. They should also confirm that they are checking the exact address entered on the card. Shared mailboxes and forwarding rules can move an accepted message away from the main inbox.

For a workplace address, the recipient may need their IT team to release the message or allow future transactional mail from Happy Tree Cards. Delivered means the receiving mail system accepted the message, not that every downstream company rule placed it in the visible inbox.

Respond to a bounce or mailbox error

Check the spelling and domain carefully. A permanent bounce often means the address does not exist or the receiving domain rejected it. A full mailbox or temporary out-of-office response may resolve later, while content or attachment rejection may require the recipient mail administrator. Do not repeatedly resend to an address that is clearly invalid; that does not repair the underlying problem.

If the card has not reached a valid address after the cause is corrected, use the card administration options or contact support for the appropriate resend path. Include the card link or identifier, the displayed status, the affected recipient address and the approximate send time. Never include the card password or sensitive message content unless support specifically needs it.

Use the card link as a controlled fallback

Purchased Cards includes a Link action that copies the card URL. When timing matters, the organiser can share that link directly with the intended recipient through a trusted channel. This is especially useful while a corporate quarantine issue is being resolved. Treat the URL as access to the card: send it only to the intended person, and send any card password separately.

Direct sharing is a fallback, not evidence that the email system is fixed. Continue to investigate a bounce or rejection if future cards will use the same address or domain.

Prevent delivery problems before the occasion

Enter the recipient address from a reliable source rather than memory, add a secondary address when appropriate, schedule delivery with enough margin for review, and confirm the status after the send time. For a farewell, a personal secondary address can be valuable when a work mailbox may be disabled. Obtain permission and make sure using that address is suitable for the relationship.

For unresolved cases, open the signed-in support workspace and link the relevant card where available. A precise status and timeline are more useful than simply reporting that an email is missing.