Error: Client task email failed to sent

Question

The tasks in section ‘Business Activity Statement - Information Request’ did not send. Check the sender’s email account is connected to Karbon.
This request will auto retry. To send now, choose ‘Resend Client Tasks’ from the menu on the Client Request Section.

This is showing up in my triage. Client confirmed they haven't changed the email

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Best answer by Rebecca Williams 20 April 2023, 19:18

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Rebecca Williams · Accepted Answer

@Subin Mohammedwe’ve had this happen in the past and it’s usually because of one oftwo reasons:The person the client task is sentfromdoes not have their email connected to KarbonThis could be because it’s a dummy or not yet activated email, or maybe the connection between Karbon and the email provider needs to be resetThere is a bug and we’ve reached out to Karbon support who have been able to resolveConfirm who the task was sentfromin the task history, and check that account is fully connected to Karbon. If that doesn’t work, reach out to support (support@karbonhq.com) and they can help troubleshoot!If it was an issue with theclient’semail not existing, you would get a standard bounce-back auto reply.

DianeK · Answer

We have this issue and it is always because the email is being sent from the person currently assigned to the work. If that person happens to be our Tax Placeholder, a dummy account, it will fail to send. You have to change the send settings to have it sent from a specific person and not the work assignee.