> For the complete documentation index, see [llms.txt](https://docs.b2core.b2broker.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.b2core.b2broker.com/how-to-articles/manage-mailing-options/how-to-determine-why-clients-fail-to-receive-email-notifications.md).

# How to determine why clients fail to receive email notifications

There may be several reasons why clients do not receive email notifications (for example, emails sent upon logging in to B2CORE UI or successful execution of deposit or withdrawal operations):

* The required email template is not enabled.
* There are issues with the email service operation.
* There are issues with the SMTP server connection.

To determine the reason for email delivery failure:

{% stepper %}
{% step %}
Track an email delivery with the Email log.

* Navigate to **Mailing** > **System** > **Log**.
* In the search box located in the **Email** column, enter the email address to which the email should have been sent.

If the Email log doesn’t contain a record of the required email having been sent to the specified email address, the reason for this may be that the corresponding email template has not been enabled.
{% endstep %}

{% step %}
Check if an email template is enabled.

* Navigate to **System** > **Templates** > **Templates types**.
* Find the required email template in the list (for example, `DepositSuccessful` or `WithdrawDone`) and check if it is enabled.
* If not, enable the template by clicking the **Edit** button located in the template row and selecting **Yes** from the **Enabled** drop-down list.

If enabling the template doesn’t solve the issue, check the email service operation and SMTP settings.
{% endstep %}

{% step %}
Check the email service operation by sending test emails to your email address. For example, you can request to withdraw funds from one of your accounts and check if the corresponding email notification has been sent to your email address.

If you have received the email, this means there are issues with the email service operation on the client side.

If you have failed to receive the email, this means that there are issues with the SMTP server connection. To solve the issues, check your [SMTP configuration settings](/how-to-articles/manage-mailing-options/how-to-configure-smtp.md) or contact your SMTP service provider.
{% endstep %}
{% endstepper %}

{% embed url="<https://www.youtube.com/embed/dHgJu0MOONc>" %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.b2core.b2broker.com/how-to-articles/manage-mailing-options/how-to-determine-why-clients-fail-to-receive-email-notifications.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.