I did not get my confirmation email

We send a lot of transactional emails. If one is missing, it is almost always one of these causes.

1. Check spam / promotions / junk

The first thing to do. Search your email for "movementors". Check:

• The Spam folder (Gmail).
• The Junk folder (Outlook).
• The Promotions tab (Gmail) : sometimes our emails land here.
• The All Mail / All Inbox view if your client has tabs.

If you find the email, mark it as "Not spam" (or "Not promotions" in Gmail) so future emails go to your main inbox.

2. Wait a few minutes

Most of our emails arrive within seconds. Occasionally:

• Our email provider (Resend) batches sends during peak.
• Your email provider applies extra spam filtering during high load.
• A delay of 5-10 minutes is normal.

Wait 15 minutes and check again. If still missing, move on.

3. Check the right email address

Are you searching the inbox you actually signed up with? People often have multiple emails and forget which they used.

• For login: try logging in with each email you might have used (one will work; the others will fail with "Invalid credentials").
• For booking confirmations: which email did you type into the booking form?

4. Email provider is bouncing our messages

Most email providers tolerate transactional emails from reputable senders like Resend. Some are more aggressive:

• Corporate email systems with strict allow-listing.
• Custom domain emails with misconfigured SPF/DKIM/DMARC on the receiving side.
• Some smaller providers that aggressively block bulk senders even for transactional mail.

If you suspect this:

• Try a different email (personal Gmail, etc) for testing.
• Ask your IT (for corporate addresses) to allow support@movementors.com and noreply@movementors.com.
• Check your domain's bounce logs if you run your own email.

5. We have hard-bounced your address before

If a previous email to your address hard-bounced (server said "no such mailbox"), Resend flags the address and stops sending. New emails do not get sent.

This can happen if:

• You typed the email wrong at signup.
• Your email service had an outage when we tried to send.
• You changed email providers and the old address no longer works.

Email support and we will clear the bounce flag. Then we can resend whatever was missed.

6. The trigger never fired

For some emails, our system has to trigger the send based on a specific event:

• Signup confirmation: triggered when you complete the signup form. If the form submission failed silently, no email is sent.
• Booking confirmation: triggered when payment captures (Stripe) or the booking is created (manual methods).
• Reminder: triggered 24 hours before class.

If you think the trigger should have fired but no email arrived, the event itself may have failed. Check:

• For signup: try logging in with the credentials you used. If it works, signup succeeded; we will resend the confirmation if you ask. If "Invalid credentials", signup may have failed; sign up again.
• For booking: check /my-bookings. If the booking is there, the email should have been sent; check spam. If not there, the booking did not save.

7. You opted out

If you have disabled the relevant notification type in /settings/notifications, we do not send.

A few notifications are mandatory (signup confirmation, payment receipts, dispute outcomes) and cannot be turned off. Most others can be. Check your preferences.

8. The address in your account is different from what you think

If you logged in once with one email and signed up again with another (using a different browser or device), you might have created a second account. Emails go to whichever account triggered them.

Check what email is on your active account in /settings/account.

9. Domain reputation

Sometimes a whole email domain has degraded reputation with major email providers. We monitor delivery and switch domains if reputation drops.

If you have multiple users on the same domain reporting missing emails, email support and we will investigate the domain-level deliverability.

Resending a specific email

For most transactional emails, there is no "Resend this email" button. To get a re-issue:

• Signup confirmation: email support; we send a fresh link.
• Booking confirmation: go to /my-bookings, open the booking detail, all the same info is there.
• Payment receipt: download from your Stripe Express dashboard (Card payments only).
• Calendar invite (.ics): from the booking detail page, "Add to calendar" downloads a fresh .ics.

Common questions

My phone never shows the email but my desktop does. Mobile email apps sometimes cache aggressively. Pull-to-refresh in your phone's mail app. If it shows on desktop, the message was delivered.

The email arrived but the link does not work. Signup links expire after 24 hours. Password reset links expire after 1 hour. If you waited too long, request a fresh one.

I get the same email multiple times. Rare. If it happens, screenshot and email support; we will investigate. Usually a webhook retry on our end.

Emails take forever to arrive. Our average is under 30 seconds. If you are consistently waiting many minutes, your provider is delaying. Switch to a faster provider or check with their support.

Next steps

• Notification preferences: toggle which emails you receive.
• I cannot log in: for login-specific issues.