If your group card email has not arrived, do not worry. Most delivery problems can be identified quickly from your account, and you can still make sure the recipient gets their card on time.
1. Check the card in My Cards
Sign in and open My Cards . Find the card and check its delivery date, recipient and current status. This tells you whether the card is waiting to be sent, still being processed or has already reached the recipient's mail system.
Before the send time, a card shows a scheduled date or Unscheduled. Use Admin to check or change the recipient address, secondary recipient, delivery date and time. An unpaid card must also be checked out or paid for with a credit before it can be delivered.
What the delivery status means
Sending: we are preparing the card for email delivery. Give it a little time to finish.
Sent: the card email has been sent to the recipient's mail system.
Delivered: the recipient's mail system accepted the email. It may still be in spam, quarantine or another inbox tab.
Opened: the card itself has been viewed.
Partial Delivery: one recipient received the card, but delivery to the other recipient had a problem.
Bounced or Mailbox Error: the address or receiving mail system could not accept the email. Check the address before trying again.
Out of Office: the recipient's mailbox sent an automatic reply; this does not usually need action.
Moderation Hold: delivery is paused under your organisation's moderation settings. An organisation admin should review the moderation details.
For the complete list, see Card Delivery Status .
2. Help the recipient find the email
If the status is Sent or Delivered, ask the recipient to:
- 1.
Check spam, junk, promotions and any other filtered inbox tabs.
- 2.
Search their mailbox for "Happy Tree Cards" and confirm they are checking the exact address shown in My Cards.
- 3.
Check their company email quarantine or security digest. Microsoft 365 users can also check Microsoft 365 Defender quarantine.
- 4.
Add mailer@happytreecards.com to their contacts or safe-sender list. For a work address, their IT team may need to allow it.
- 5.
If they find the email in spam, move it to the inbox and mark it as not spam to help future messages arrive normally.
It is also worth checking your own Happy Tree Cards welcome and confirmation emails. If those went to spam or quarantine, the recipient's card email may have been filtered in the same way.
3. Correct the address and resend
Typos, an old work address or a full mailbox are common causes of a bounce. Confirm the correct address with the recipient, then return to My Cards. If delivery had a problem, use the card's Admin options to change the email address and resend it.
For Partial Delivery, check both recipient addresses and only correct the one that failed. Avoid repeatedly resending to an address that is clearly invalid, as another attempt will not fix the underlying mailbox problem.
4. Share the card directly when timing matters
You do not have to wait for an inbox issue to be resolved. In My Cards, select Link to copy the card's unique URL, then send it to the intended recipient in your own email, Slack, Microsoft Teams, WhatsApp or SMS. A message sent by someone they know is less likely to be filtered.
Once the card has been sent and its PDF is ready, you can also download the card and share that file directly. PDF preparation can take a few minutes after sending. See How to Download a Sent Card for the steps.
Treat the card URL as private. Share it only with the intended recipient, and send any card password separately.
Frequently asked questions
The status says Delivered, but the recipient cannot see the card. Was it delivered?
Delivered means the recipient's mail system accepted the email. Company filters, quarantine rules, forwarding rules or inbox tabs can still move it out of sight. Ask the recipient to search and check those locations, then share the direct card link if needed.
Can I resend a card to a different email address?
Yes. When there has been a delivery problem, open the card's Admin options from My Cards, correct the recipient email address and resend. Confirm the new address carefully first.
Why has my scheduled card not been sent yet?
Check the displayed date, time and time zone in Admin. If the card says Unscheduled, it does not yet have a delivery date. Also make sure the card has been purchased or paid for with a credit. If it is ready now, you can use the immediate-send option in the card settings.
What should I do about a bounced email?
Confirm the spelling and domain with the recipient. If the address is correct, their mailbox may be full or their organisation may be rejecting the message. Ask them or their IT team to check, then resend after the cause has been corrected or use the direct card link.
Can I download the card instead?
Yes. A PDF is prepared after the card is sent and can be downloaded from My Cards or the card itself once it is ready. It is not available while the card is still collecting messages or waiting for delivery.
What information should I send to support?
Include the card link or card identifier, the delivery status shown in My Cards, the affected recipient address and the approximate send time. Do not include the card password. You can create a ticket in Customer Support and link the relevant card when that option is available.
A quick delivery checklist
Check the recipient address before scheduling the card.
Ask workplace recipients to add mailer@happytreecards.com as a safe sender.
Leave enough time before the occasion to check the delivery status.
Keep the direct card link ready as a reliable fallback.
Still stuck? Open Customer Support and we will help you work out what happened and get the card to the right person.