My Clients are not receiving notifications

When you send a content item for approval, your Client or stakeholder will receive an email notification. You can see how long ago they were notified in the Approval tab of an item that's pending approval:

You don't have to re-send content to a Client to follow up on them. Gain will continue to send them email reminders until they either request changes or approve.

If your Client is not receiving email notifications or reminders, here are some possible reasons:

Your Client has turned off reminders from Gain

If the Client or stakeholder has turned off the option "There is content waiting for me to approve or review" in their Notification Preferences, Gain will stop sending them automatic reminders even if you click Renotify Approvers. To fix this, ask the Client to:

1. Click on their initials located in the top right corner to open their Personal Settings menu.
2. Click Notification Preferences.
3. Confirm that the box in the email column labeled "There is content waiting for me to approve or review" is checked.

A corporate server is blocking Gain notifications

Due to their company's corporate security systems, your Client's email server may be blocking email notifications from Gain. Sometimes, our system may show that the message has been delivered because their email server might respond with a "received" notice without actually delivering the message. Here's what you can do:

• Contact support@gainapp.com and request a temporary password for your Client's Gain account. This way they can log in via the standard login portal to review what's pending.
• Ask your Client to contact their IT department and ask them to allow emails from our domain: @gainapp.com
• Encourage your Client to enable desktop (browser) notifications or download the Gain desktop app.

Your Client's email address is incorrectly spelled

It's entirely possible that, in a rush, your Client's email address was entered incorrectly into Gain. Check your Client's info in People in Account, and if you find a mistake in their email address, we can fix it for you. Reach out to our support team at support@gainapp.com and we'll be happy to help.

The email notifications are going to your Client's Spam folder

Ask your Clients to check their Spam folder and verify that emails from support@gainapp.com are not being mistakenly marked as spam.