Work through this list in order — it resolves nearly every case:
- Check the patient's email address in Patients. Typos are the number one cause. Fix it and re-send.
- Ask the patient to check spam/junk and to search their mailbox for "Move8".
- Re-send the program — a second attempt often arrives even when the first was swallowed by an overzealous filter. Note that re-sending generates a fresh link and invalidates the old one, so the patient must use the newest email.
- Corporate or institutional addresses (hospitals, insurance companies) sometimes block external senders. If the patient gave you a work address, ask for a personal one instead.
If none of this works, open a ticket with the patient's email address and the approximate time you sent it — we can check the delivery logs on our side.
