Troubleshooting Your Email

Receipts and Tax Statements


When managing your Subsplash Giving account, your email address will be used to verify certain aspects of your account, such as setting up a new Subsplash Giving account, notifying you of an upcoming recurring gift, or providing your gift receipt.

This article is created to help you ensure that Subsplash Giving emails get to where they need to go — your inbox. We will list a few reasons below as to why you might not be receiving our emails and what you can do to fix it!

Reason #1: Is your email correct in your Subsplash Giving account?

While it might seem unlikely, it is very common to have the incorrect email address tied to your account. This could happen for a few reasons:

  • The wrong email was provided when signing up. If you have access to the email used, then you can edit your email address in your account details page. If you do not have access to this email, you will want to create a new account with the correct email address.
  • You might have signed up for multiple Subsplash Giving accounts. Be sure to check any other email accounts you might have for emails from Subsplash. If you locate your email in another email account, try logging in with that email moving forward. You can also update your email address in your giving account.

Reason #2: Is Subsplash blacklisted by your email provider?

Sometimes an email provider will "Blacklist" Subsplash's email domain. If so, our emails will be sent to your Junk or Spam folders. If you find our emails in these folders, go into your email settings and be sure to add @secure.subsplash.com as a trusted domain.

Alternatively, if you have marked an email you have received from us, such as an Upcoming Gift Reminder, as spam, this will impact our ability to run recurring gifts. Please ensure that @secure.subsplash.com is added as a trusted domain.

Reason #3: Is your email provider filtering subsplash emails?

It is common in many newer email systems (specifically Gmail) to use automated filters that organize your inbox into multiple categories. In some cases, these categories might be labeled as "Social", "Promotions", "Updates", etc. Be sure to check each of these categories to see if our emails are going there!

Reason #4: Is your inbox full?

Sometimes email accounts simply have no more room left to receive emails. If this is the case, you might want to try deleting a handful of emails that you no longer need. If you're still receiving emails from other senders but not Subsplash, then you probably still have room in your inbox.

Reason #5: Do you have an out-of-office responder enabled?

Have you gone on vacation since the last time you received a Subsplash email? It is possible that you've forgotten to disable your Out-of-Office responder! Sometimes our system will interpret an auto-response as being "undeliverable", thus resulting in you not getting your emails from us. Be sure to check your email settings to see if this might have happened to you.

Still not getting our emails?

If you've tried these troubleshooting methods and are still unable to receive a Subsplash email, then send us an email at giving@subsplash.com and our support team will be sure to reach out!

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