Troubleshooting: Client Not Receiving ORS/SRS Emails (Gmail Users)

If a client is not receiving their ORS or SRS survey emails, but OpenFIT shows the messages as “Delivered Successfully”, the issue is usually on the client’s email provider side – especially when the client uses Gmail.

Gmail can filter automated survey emails into folders such as Spam, Promotions, or Updates, or may block messages after a client has accidentally marked one as spam.

Follow the steps below with the client to restore delivery.

1. Ask the Client to Search for the Sender

In Gmail, ask the client to search for:

DoNotReply@messaging.openfit.care

This search will show all messages from OpenFIT, even if Gmail has filtered them.

2. Check All Gmail Folders

Ask the client to look for OpenFIT messages in all of the following locations:

• Inbox
• Spam
• Promotions
• Updates
• All Mail
• Trash

If they find any OpenFIT emails, continue with the next steps.

3. Remove the Spam Flag (If Needed)

If an OpenFIT survey email is found in the Spam folder:

1. Open the message.
2. Click “Not spam” at the top of the message.

This tells Gmail the message is legitimate and helps future OpenFIT emails reach the inbox.

4. Add OpenFIT to Safe Senders (Create a Filter)

To prevent future filtering, ask the client to create a Gmail filter:

1. Click the Settings icon (⚙️) in Gmail.
2. Select See all settings.
3. Go to the Filters and Blocked Addresses tab.
4. Click Create a new filter.
5. In the From field, enter:
   DoNotReply@messaging.openfit.care
6. Click Create filter.
7. Tick Never send it to Spam.
8. Click Create filter to save.

5. Make Sure the Sender Is Not Blocked

Still in Settings > Filters and Blocked Addresses:

1. Scroll down to the Blocked addresses section.
2. Che