Joist monitors and maintains its email delivery system 365 days a year to ensure an extremely high level of reliability. In rare cases when an email cannot be delivered, you'll see a status notification in your list of estimates / invoices and we'll automatically alert you with a notification email.

Most email delivery issues can be resolved by following the troubleshooting suggestions below:

This is the most common cause of emails not getting to your client. We've all been there -- the email address looks right, but on closer inspection you may find there's a letter or number missing, or the .com is written as .con.

It could even be that you entered the wrong email service provider by accident (Outlook instead of Gmail, for example), or perhaps your client's email address is out of date and you need to get their updated address.

You're probably confident that you typed it out correctly and that you have the correct email address for your client, but it's usually worth giving it a quick look just to be completely sure.

Your client's email app or email service provider may be incorrectly flagging emails from Joist as junk or spam.

Ask your client to check their junk / spam folder. If they find any emails from Joist in their junk / spam folder, they should move the email back to their inbox and make sure Joist is not blocked in their email app. This can usually be done using the "not spam" or "mark as safe" button in most email apps.

Likewise, emails from Joist could end up in other common folders like the "Promotions" folder. Encourage your client to check all of their folders for emails from Joist.

Your client's email service provider may be blocking emails from Joist, before they even end up in your client's junk / spam folder.

If your client can't locate any emails from Joist in their spam / junk folder, ask them to add Joist's delivery address noreply@sg-co.joistapp.com to the contacts list in their email app, or directly to their safe senders list. Doing this will mark Joist as safe and prevent future emails from being blocked.

Note: If your client is using a personalized email address (e.g. @Joes24-7PlumbingNYC.com) or a corporate email address (e.g. @BigCorpName.com), they may need to talk to their email service provider or corporate system administrator to ensure Joist is added as a safe sender.

Alternatively, you can send your estimate or invoice to your client from Joist as a text message. Just open your document on an iOS or Android device, tap send, then choose SMS and enter your client's cell phone number. Your client will receive a text with a link to view the document.

If the above suggestions haven't resolved your issue, you can try sending the estimate / invoice to your own email address, then forward the email on to your client from your own email app. If you urgently need to get a document to a client, this will usually be a viable workaround, at least until the underlying issues can be resolved.

If you've checked to make sure you have the right email address for your client and you've tried the troubleshooting suggestions above, reach out to our support team and let us know the following:

We can check our email delivery system to see if there are any issues and we'll try our best to assist. However, please keep in mind that we don't have any control over your client's email system and ultimately the solution may lie with your client.