When a reward fails to deliver, you will receive a notification via email, and you can also see failed deliveries on your dashboard.
To view failed deliveries in your Tremendous dashboard:
- Select Orders & rewards > Reward history in the left-hand menu.
- If any failed deliveries exist, they'll be highlighted in a notification banner at the top of the reward history table. Select View rewards in the banner to see all failed delivery rewards.
- Select a reward to view its details.
Resolving email delivery failures
Failed email rewards show specific failure reasons which help you to effectively resolve the problem:
| Error | Description | Available actions |
| Invalid email | The email address doesn't exist or may contain a typo. Double-check the spelling of the email or ask the recipient to provide an alternate email. | Update email and resend Cancel reward |
| Mailbox unavailable | The recipient's mailbox is out of space or otherwise not accepting emails. Ask the recipient to make sure they're able to receive emails before resending. | Resend to same email Update email and resend Cancel reward |
| Invalid domain | The email's domain is invalid or unable to accept email. Ask the recipient to provide an alternate email with a different email domain. | Update email and resend Cancel reward |
| Domain block | The recipient's email provider blocked our email. If the email domain is a business domain, eg. example@acme.com, a corporate firewall or mail security gateway could be blocking delivery. Ask the recipient to allowlist rewards@reward.tremendous.com or redirect the reward to a personal email address. | Resend to same email Update email and resend Cancel reward |
| Spam report | The recipient marked one of our previous reward emails as spam, so we are unable to deliver emails to them. If the recipient wants to remove the spam report and receive reward emails normally in the future, contact clients@tremendous.com and ask for spam suppression to be removed. | Resend to same email Update email and resend Cancel reward |
| Private relay | The provided email is an Apple private relay. To deliver to this address, allow Tremendous in your relay settings before resending the reward. | Resend to same email Update email and resend Cancel reward |
| Email delivery failed | This error applies to clients using custom SMTP only. Check your mail server logs for the specific rejection reason and confirm that your server is configured to send to external recipients. | Resend to same email Update email and resend Cancel reward |
| Other | If you see a generic "delivery failed" error message, delivery failed for a generic or unknown reason. If resending doesn't work, contact clients@tremendous.com for troubleshooting assistance. | Resend to same email Update email and resend Cancel reward |
For detailed technical information about a delivery failure, select View technical details in the reward drawer to see the raw error response from our email provider.
In order to resend, update, and cancel rewards, Tremendous users must have the required user permissions. If you don't have the required permissions, some actions will not be available.
If you have the required permissions to resend, update, or cancel a reward, but the actions are unavailable, the reward may be expired. For assistance with failed expired rewards, contact clients@tremendous.com.
My recipient says they didn't get their reward, but my dashboard says it was successfully delivered. What's happening?
Recipients may not be able to find successfully delivered rewards in their inbox for a variety of reasons:
- The reward email may have been delivered to the recipient's spam or promotional inbox.
- If the reward was sent to a corporate email domain, eg. example@acme.com, it may have been quarantined by a corporate firewall or mail security gateway.
- The recipient may have accidentally deleted the email.
Ask your recipient to check their spam, promotional, and quarantine inboxes. If they still can't find the reward email, ask them to allowlist rewards@reward.tremendous.com. Then, resend the reward.
You can resend a successfully-delivered reward twice. If the recipient doesn't see it after two attempts, please contact clients@tremendous.com for troubleshooting assistance.
Resolving text message delivery failures
Failed text message (SMS) rewards do not include specific failure reasons. To resolve a failed text message reward delivery:
- Check that there are no typos in the phone number.
- Ask the recipient if their phone number is able to receive text messages (no carrier outages, not a landline, etc).
- If the phone number is entered correctly and able to receive text messages, use the Resend action to resend to the same phone.
- If the phone number is not correct and the recipient is able to provide an alternate phone number, use the Update phone and resend action to redirect the reward to the alternate number.
If your resend attempts fail, or if the recipient doesn't have an alternate phone number, you may need to cancel the reward and deliver it another way. You can also contact clients@tremendous.com and ask for a direct link to the reward, which you can then provide to the recipient via your support channel.
In order to resend, update, and cancel rewards, Tremendous users must have the required user permissions. If you don't have the required permissions, certain actions will not be available.
If you have the required permissions to resend, update, or cancel a reward, but the actions are unavailable, the reward may be expired. For assistance with failed expired rewards, contact clients@tremendous.com.