Check who received their certificate, and resend

Open Emails to see each certificate email: delivered, bounced or still sending.

1. Find the recipient by name or email.
2. If the email bounced, check the address for a typo and correct it.
3. Resend. The certificate itself doesn't change; only the email goes out again.

If a recipient can't find the email, ask them to check spam and promotions folders, and to search for Nyvarra.

Read the email status without confusing it with issuance

• Queued or pending: the message is waiting for processing; this is not a delivery confirmation.
• Sent or provider-accepted: the email service accepted the message; the recipient may not have received or read it yet.
• Delivered: a delivery event was reported. Spam filtering, inbox rules or a different mailbox view may still make the email hard to find.
• Delayed: the email service could not hand the message over yet and is still trying. Wait before resending.
• Bounced or failed: delivery did not complete. Check the reported reason and address before retrying.
• Complained: the recipient's mailbox provider reported the message as spam. Do not keep resending; ask them to look for it, and contact them another way.
• A certificate exists but the email failed: resend the existing certificate; do not issue another award solely to generate another email.

Work through a missing-email report

1. Ask which address the person registered with and compare it with the certificate's recipient address.
2. Find the certificate and its email history. Confirm that issuance actually succeeded before investigating email delivery.
3. If the address is correct, ask the recipient to search for Nyvarra and the issuer, including spam and promotions.
4. Use the available resend or retry action for the existing certificate. Check the new attempt's outcome rather than assuming the button means delivery.
5. If the signed recipient details are wrong, use the correction workflow. Updating a spreadsheet or an unsent contact row does not change an already signed record.
6. If retries continue failing, contact support with the serial, approximate attempt time and displayed error. Avoid repeatedly resending to a bouncing address.

Why a large send can take time

Certificate processing and email delivery use queues. Provider capacity, retries and temporary service problems can delay delivery after the certificates have been created. Follow the send and email statuses separately. Closing the browser does not turn an accepted background send into a draft.

Recipients can also find their certificates in Passport using the matching confirmed email, and you can share a verification link. A public link lets someone check a certificate; it does not give every visitor permission to download the recipient's files.