A councillor is not receiving notifications

Step 1 - Check their notification preference

The most common reason a councillor does not receive notifications is that their preference is set to No Notification.

Go to People in the left-hand menu, open the councillor's profile, and check their Agenda Notification Preference. If it is set to No Notification, they will never receive emails regardless of who is selected on the Email Agenda to Councillors page.

Change the preference to Notification by Email or Attached to an Email as appropriate, then resend the notification - see Step 4.

See Councillor email and notification options for a full description of each preference.

Step 2 - Check their email address

Go to the councillor's profile and verify that the Email field contains the correct address. A typo or outdated address is a common cause of missed notifications.

If the address is wrong, update it and resend the notification. Note that the new address must be unique across the CouncilPapers platform.

Step 3 - Check whether the email was sent

Go to Emails in the left-hand menu to view all emails sent by your council. Search for the councillor's name or email address to find the relevant notification.

Alternatively, open the councillor's profile page - there is an email button that shows all emails sent to that councillor. You can also check from the Meeting or Agenda page using the Review Emails Sent button.

If the email shows as sent but was not received, the issue is likely email deliverability - the email may have been caught by the councillor's spam filter. Ask the councillor to check their junk folder and add your council's sending address to their contacts.

If the email does not appear in the sent list at all, the councillor may not have been selected as a recipient when the notification was sent, or their notification preference was set to No Notification at the time.

Step 4 - Resend the notification

To resend a notification, go to the Agenda page and click Email Councillors. This opens the Email Agenda to Councillors page where you can select recipients and send again.

You can select individual councillors manually - there is no need to resend to everyone if only one councillor missed the notification.

If none of the above steps work

There may be issues with email deliverability. These will need to be sorted out between CouncilPapers and the Councillor's receiving email provider.