FAQs

Images can be changed (added/deleted) in a slideshow by managing the folder associated with the slideshow in the Image Manager. Most typically, your member home page slideshow will be linked to an album in the Image Manager (Explorer) called Home Page Slideshow or Member Home Page Slideshow. To find out what folder is tied to the slideshow, click to edit Plugin (slideshow) properties button. Next, click Edit Categories for this Gallery. This will list all folders in the Image Explorer. Whichever folder is checked is one that you will need to go to in the Image Manager to add/remove images. Once you know the folder, go to the Image Manager and click in that folder. From here, you can delete images or add new images.

Add a drop down to your slideshow to feature several folders by opening the slideshow (edit plugin) properties icon. Next, click Edit Categories for this Gallery. From here, check mark as many folders as needed from the Image Manager list. Click Save and close out.

All images that are in a photo album are managed within the Image Explorer. To find out what folder is tied to the slideshow, click the slideshow (edit plugin) properties button. Next, click Edit Categories for this Gallery. This will list all folders in the Image Explorer. Whichever folder is checked is one that you will need to go to in the Image Manager (Explorer) to add/remove images. Once you know the folder, go to the Image Manager and click in that folder. From here, you can delete images or add new images.

You can reorder images by opening up the slideshow (edit plugin) properties icon. At the bottom of the pop up window will be a button ‘Reorder Images’. Click this to pull up all images in the album. Beneath each image is a text box where you can add a number to determine the order in which images show. Enter 1 to show image first, 2 to show image second, 3 to show image third, etc.  Save order and close out when finished.

Email addresses can end up on the Bounce Blacklist for many reasons. What you will need to know are these troubleshooting steps in order to remove the email address from the Bounce Blacklist so the member can start receiving emails again.

1. First, go to mail reporting by hovering over admin and clicking mail reporting under communication.

2. Click on the Bounce Blacklist tab.

3. Found your member?

4. Click Remove next to the member name - but note, the user could end up on this list again if you do not follow the next steps.

5. Figure out what email you use to send the blast emails (this could be an individual’s email or a generic email like communications@yourclubname.com). Send this email to the user and ask them to add this email to the safe sender list for their email host. We’ve attached directions for various email providers so you can send a step by step guide to do this. You will need to send the following IP Addresses to the member so their email host or IT Company can whitelist our IPs. The IPs are as follows:

8.24.204.8

8.24.204.9

8.24.204.10

8.24.204.11

8.24.204.12

8.24.204.13

8.24.204.14

8.24.204.15

8.24.204.16

8.24.204.17

8.24.204.18

There can be many reasons why a member is not receiving blast emails, so here are the areas to check to figure out exactly why and how to troubleshoot.

Access Mail Reporting by hovering over Admin > Mail Reporting under Communications.

First, check the Unsubscribe tab. If the member appears here, then they unsubscribed from emails. You can remove them by clicking remove if needed. For full instructions click here.
Check the Bounce Blacklist tab. If they appear here, you will need to do a few steps after you remove them. For full instructions follow these steps here.

Check the Email Complaints list. If the member is here, they marked your emails as Spam. Click Remove to remove them if they need to be removed. For full instructions click here.

Check the sent emails tab. Using the calendar picker, find the date in which the email was sent and click refresh. Click on the email’s subject and then click on External Recipients. Using the search field you can search for the member if needed. Next to their name you will see if it was sent and if it was opened. If it was not read, ask the member to check their Spam folder and add the email address the blast email was sent from to their safe sender list.

None of these options working for you? Verify that the email address that is in the member profile is correct, or Contact Clubessential for more troubleshooting help.

Watch the Video:

Is a member not receiving emails but they should? Try these troubleshooting steps to get them back on your email chain:

First, go to mail reporting by hovering over admin and clicking mail reporting under communication.
Check the email complaints tab. If the user is here - then they told our system they no longer want to receive emails. If the user is not here they may also be under the Unsubscribe list. The following steps will work for either scenario. If the member isn’t in the complaints tab OR the unsubscribe tab - try our Bounce Blacklist Video for troubleshooting steps.
Verify with the member they want to receive emails - and verify which communications they want to receive if you have multiple blast email groups - like Club Newsletter, Tennis News, Golf Updates.
Remove them from the Email Complaints tab - note that if they are on this list, they asked to not receive ANY emails so we must remove them here first.
Go to their member profile in the directory and verify the “receive emails box” is checked. If not, check mark this.
If they want to be removed from certain groups - like Tennis News, be sure to remove them from this group so they only receive emails they want to get - which will hopefully keep them off the Email Complaints List.

Access Mail Reporting under the Admin bar in the left hand corner of the screen. Click on the Unsubscribe tab - this will list members that have unsubscribed from receiving email. You can remove them from this list by clicking “view” to open their profile. Here you can check the box next to their email address that says “receive emails.”.

Mail hosts like AOL have extremely HIGH protection barriers and are very suspicious of any blast emails. It’s a simple protection method from Spam, but it certainly doesn’t help when you’re trying to send your entire membership a Newsletter! So, here is what you can do to prevent this from happening:

Step 1: In Mail Reporting, go to the Email Complaint Tab. Your member’s email is most likely here. Remove them by locating the member on the list, clicking “remove” next to their name, and confirming that you want to delete them in the pop-up window.

Step 2: Figure out which email is attached to the blast emails you normally send (you can do this by going to the staff account that sends the emails. Sometimes this is tied to an individual or a general account like communications@yourclubname.com.

Step 3: Send the member this email address to add to their safe sender list. We’ve attached directions for various email providers so you can send a step by step guide to do this.

Still having issues? Contact Support at Clubessential and let them know you have members that need to whitelist our IPs. Our team will send you IP addresses - that look like this:
8.24.204.8
8.24.204.9
8.24.204.10
8.24.204.11
8.24.204.12
8.24.204.13
8.24.204.14
8.24.204.15
8.24.204.16
8.24.204.17
8.24.204.18

Send that to your member to send to their email host or IT company.

If that does not do the trick, you may need to remove the member’s account from the blast email group - and either send the email to this individual separately or create a smaller group to send to.

If you sent a single email to users that you chose, rather than using a Dynamic or Static Group, you should find your email report in Mail Reporting under the Single Email Report. Access Mail Reporting by hovering over Admin in the left hand corner of the screen and under Communications you will find Mail Reporting. Click the Single Email Report to view all single emails sent. You may use the date picker and/or the search boxes to search for the Subject, to whom it was sent, or from whom it was sent. Click on the Subject to view a detailed report for open rates, link clicks, and bounces.

If the email does not show up in the Single Emails, check the Sent Emails tab just in case. If it is not located in either, then you de-selected tracking on the email. Be sure to leave “track this message” checked when creating emails. This is a default setting so it’s always enabled - the only way it does not track is if you manually disable it.

You can find out if a message was sent and if it was read by using Mail Reporting.

Hover over Admin > and click on mail reporting to access statistics about emails. Under the first tab you’ll find detailed reports on if the message was sent, when it was opened, if it bounced, and if anyone clicked links in the message.

Use the date picker to find when the message was sent. Click on the Subject Title and then click on External Recipients. We can now see if the message was sent and the read time.

So if you see a member on this list and the message was sent but not read have check their inbox again and confirm the email it was sent to. If the person says they do not see the email, have them check their spam folder for the email - they may need to add the email address you send blast emails with to their Safe Sender list.

The Wait list is managed manually using the Event Manager. Any member placed on a waitlist must be manually moved to an active registration. To manage the wait list, hover over Admin in the left hand corner of the screen and click on Event Manager under Events.  Click on the event title. Once inside the event details, click on the dropdown next to View and select Wait List.  (Note, if Waitlist does not appear, it has not been activated for this event.  To activate, go into Edit Event, click on Registration tab, and check the Enable Wait List option under the Event Options section.)  Checkmark the reservation you wish to make active and then click on the “Click here to Perform Action(s)” link. Next, click the Make Selected Reservations Active. The reservation will now be made active, but you will need to contact the party to let them know they are now in an active reservation.