RapidCert sends automated emails across five categories: authentication, invitations, evaluations, insurance, and payments. The system also sends scheduled expiry reminders for insurance and evaluation renewals. As an admin, you can view delivery history for all emails and control whether reminder emails are sent to specific companies.
Email logs are viewed per company or per viewer. Open the company profile and go to the Emails tab to see a log of all emails sent for that company. For viewer email history, navigate to Clients, select the client, go to the Access tab, and click View Emails next to the viewer you want to inspect.
Permanent failure (invalid address, domain does not exist)
Update the recipient’s email address
Soft
Temporary failure (mailbox full, server unavailable)
Monitor for resolution
Blocked
ISP or spam filter rejected the message
Contact the recipient to whitelist the domain
Bounced emails are flagged automatically for review. Check the Emails tab on company profiles regularly to catch address issues before they affect time-sensitive communications. The Contractor Email Issues dashboard also provides a centralised view of all delivery issues across companies in one easy-to-read place.
Administrators and assessors can view email delivery history for individual viewers. This shows authentication codes and invitation emails sent to the viewer’s email address.
Delivery status (sent, delivered, bounced, failed, deferred)
Sent at
When the email was sent
Login completed
For auth_code emails, whether the viewer successfully logged in using that code
The Login completed field helps you verify whether a viewer successfully authenticated after receiving a login code. If a viewer reports not receiving their code, check the email history to see if the email was delivered and whether they completed the login.
Viewer email history is limited to the last 12 months. Older logs are not displayed in the viewer email history modal but remain in the system for audit purposes.
Viewer email history is scoped to the viewer’s client. Only emails sent to that viewer within the context of the selected client are shown.
RapidCert sends automated reminder emails on a schedule when insurance policies or evaluations are approaching or past their expiry date. These reminders run daily and are collated per company — a single email lists all expiring items rather than sending one email per item.Reminders go to the company’s primary contact, with active company users copied in.
Expiry reminders are sent only when a company has active relationships with your client group. Companies with no current evaluations or insurance records will not receive reminders.
You can control notification settings for individual companies. This determines which automated emails a company and its users receive. To manage these settings, open the company page and click Notification Settings in the top-right corner.This opens a modal with three sections:
The company’s primary contact email is shown with its own pair of toggles:
Toggle
What it controls
Transactional
Operational emails sent to the company email address
Expiry
Expiry reminder emails sent to the company email address
Disabling the company-level toggles suppresses emails to the company email only — individual user emails continue to be sent according to their own preferences above.The evaluation_submission_confirmation email also respects these settings. If the company transactional toggle is disabled, submission confirmations to the company contact are suppressed.
Each certification is listed with its name, expiry date, and a toggle to control expiry reminder emails for that specific certification. Click the expand arrow on a certification to see its linked insurance policies.Insurance policies linked to a certification display Controlled by certification and do not have their own toggle. The certification toggle controls expiry reminder emails for both the certification and all of its linked insurance policies. Disabling a certification’s toggle suppresses reminders for that certification and its insurance policies together.This gives you granular control — you can disable reminders for a specific certification that is intentionally being allowed to expire, while keeping reminders active for all other certifications.
Some companies are associated with multiple customers. For these companies, notification toggles are disabled at the individual company level and are instead editable by the contractor/supplier. This prevents conflicting notification settings across different customer relationships.If you need to adjust notification settings for a multi-customer company, ask the contractor/supplier to update their own notification preferences.
Disabling notifications does not cancel any emails already queued for the current day’s reminder run. Changes take effect from the next scheduled run.
The dashboard includes a dedicated view for monitoring email delivery issues across all contractors. Navigate to Dashboard and select the Contractor Email Issues tab to see all current delivery problems.This view shows email delivery issues within the dashboard’s lookback window. Each issue is linked to a specific company and recipient, making it easy to identify and resolve address problems.
At the top of the panel you’ll see summary counts:
Unique recipients — the number of distinct contractor/supplier recipients affected by delivery issues
Blocked recipients — recipients with blocked email issues
Undelivered recipients — recipients with undelivered email issues
Repeated recipients — recipients with multiple delivery failures grouped together
Hidden issue logs — the number of individual delivery failure logs hidden by deduplication
The dashboard groups multiple delivery failures for the same tenant and recipient into a single row. If a recipient has experienced multiple delivery failures, the row shows the latest issue and displays a count of how many issue logs are grouped together.Each row displays the following details:
Field
Description
Company name
The contractor company affected
Recipient email
The email address that experienced the issue
Recipient name
The name of the recipient (if available)
Latest issue
The most recent issue type (Undelivered or Blocked) and status (bounced, failed, or deferred)
Latest occurred
When the most recent issue was detected
Current state
Open or Closed
If a recipient has multiple delivery failures, the row shows “X issue logs grouped” beneath the recipient email.
Click View logs on any row to open a modal showing the complete delivery failure history for that tenant and recipient. The modal displays all logged failures (both open and closed) in chronological order, including:
Issue type and status
Bounce type and reason
Error messages
Email type affected
Occurred date and time
Lifecycle state and resolution reason (if closed)
Each log entry in the modal also links to the company’s full email history so you can investigate further.
Email could not be delivered — the underlying status is either bounced (rejected by the recipient server) or failed (send attempt failed before leaving the system)
Blocked
Email was rejected by the recipient’s mail server or spam filter
Issues with a deferred status (delivery delayed, retrying automatically) may also appear in the dashboard if they have not yet resolved.
Open — no successful delivery has occurred for the same company and recipient since the issue was detected. These issues require your attention.
Closed — a later email to the same company and recipient was delivered successfully, indicating the problem has resolved on its own. The closed reason will show as “delivered after failure”.
Closed issues are not deleted — they remain visible in the dashboard and can be viewed by switching the lifecycle filter to Closed. This allows you to review past issues and confirm they were resolved.
When you first open the dashboard, it defaults to showing open issues sorted by most recent first. This ensures the most urgent, unresolved problems are visible immediately.The dashboard deduplicates repeated delivery failures into one row per unique recipient. This makes it easier to identify which contractors/suppliers are affected without scrolling through multiple logs for the same email address.
By default, the dashboard shows open issues from the last 180 days. An email address (or specific issue) will stop appearing in the default view in any of the following situations:
Reason
What happens
How to see it again
A later email to the exact same recipient address at the same company delivered successfully
The issue is automatically reclassified from Open to Closed, with closed reason “delivered after failure”. Note this only fires when the same address later receives a delivery — replacing the address with a corrected one does not close the original issue (see What happens when an email address is corrected).
Switch the Lifecycle filter to Closed — the issue is still on record.
The issue is older than 180 days
The issue falls outside the dashboard’s lookback window and is no longer shown, regardless of lifecycle state.
Not visible in the dashboard. The original delivery log is still available in the company’s email history on its profile.
A filter is excluding it
Active filters (date range, client, issue type, search term, or the global client selector in the app header) can hide an otherwise-visible issue.
Clear filters and confirm the global client selector matches the company’s client.
The issue was deduplicated into another row
The dashboard groups multiple failures for the same company and recipient into a single row showing the latest issue. Older failures are counted under “X issue logs grouped” rather than shown as separate rows.
Click View logs on the row to see every failure for that recipient.
Issues are never deleted. If an address has dropped off the Open view because a later email delivered, it has self-resolved — no action is needed. If you specifically want to confirm this, switch the lifecycle filter to Closed and search for the recipient’s email.
The dashboard is a monitoring tool — issues are resolved automatically when a subsequent email to the same company and recipient delivers successfully. You do not need to manually close issues.If an issue remains open, it means the underlying problem persists. Common actions to resolve open issues:
Check the recipient’s email address — click Open Emails on the row to view the company’s full email history, then verify the email address is correct. Update it if needed.
Review the bounce reason — click View logs to see the full failure history. Hard bounces (invalid address, domain does not exist) require an address update. Soft bounces (mailbox full, server unavailable) may resolve on their own.
Contact the recipient — for blocked emails, ask the recipient to whitelist RapidCert’s sending domain.
The auto-close logic matches the exact email address that failed against later successful deliveries. This has an important consequence when you fix a contractor’s address:
Same address resends successfully (e.g. soft bounce that later clears, or recipient unblocks the sender) — the open issue automatically moves to Closed with reason “delivered after failure”.
Address is changed to a new one (e.g. old@example.com was a typo and is corrected to new@example.com) — successful delivery to new@example.com does not close the issue against old@example.com. The bad address remains in the Open list because, from the dashboard’s perspective, no email has ever been delivered to that exact address since it failed.
In other words, fixing a typo or migrating to a different address resolves the underlying problem for the contractor, but the original failed address will continue to appear as an open issue until it ages out of the 180-day lookback window.
This is intentional — it preserves a record that the original address was bad. There is no manual “dismiss” or “mark as resolved” action; the only way to remove a corrected-address issue from the Open view is to wait for it to fall outside the 180-day window, or filter it out (for example by date range or by switching the lifecycle filter to Closed, which will not include it either since it is still technically open).
Review open issues regularly to catch invalid email addresses before they affect time-sensitive notifications like expiry reminders. When you correct an address, expect the old one to linger in the open list for up to 180 days — that is normal.
RapidCert uses SendGrid to deliver emails. Delivery status is updated automatically via webhook as SendGrid receives confirmation from recipient mail servers. You do not need to manually check delivery — the log reflects the current status in near real time.If you see a high rate of bounced or failed messages for a company, check that their contact email address is current and that their mail server is accepting messages from RapidCert’s sending domain.
