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Description

This article outlines how to troubleshoot when some or all of your Users don’t receive emails sent from the Salesforce application.

Users may report that Flow, workflow rules or approval processes emails are not being received from a sandbox or production.

Debugging Steps

If an email alert is not being sent in Salesforce, there are several steps you can take to debug and troubleshoot the issue. Here’s a systematic approach to identify and resolve the problem:

A). PLEASE CHECK SPAM FOLDER

First of all, check your spam folder of your email inbox, I’ve faced most of the time this issue while testing in sandbox.

B). CHECK EMAIL DELIVERABILITY

Please make sure that Deliverability is All Email.

1.Classic: Click Setup | Email Administration | Deliverability
    Lightning: Click the Gear icon then Setup | Email | Deliverability
2. Set the ‘Access to Send Email’ to All email
3. Save

C). CHECK CRITERIA OF FLOW/WORKFLOW

If evaluation criteria is set as below then workflow/flow will work only if fields given in criteria are changed otherwise it will not work.

In Workflow Rule:

created, and any time it’s edited to subsequently meet criteria

In Flow

D). CHECK EMAIL LIMIT EXCEEDANCE

Salesforce org can send single emails to a maximum of 5,000 external email addresses per day based on Greenwich Mean Time (GMT). Confirm that your organization has not reached its daily email limit in Salesforce, as this can prevent emails from being sent. You can check it following the steps here: https://salesforce.stackexchange.com/questions/144863/query-email-limits-in-apex-code.

E). FINALLY, CHECK EMAIL LOG

It may be possible due to email security policy email is not being delivered from Salesforce. You can verify this by following below step:

Go to Setup --> Monitoring --> Email Log Files

Download email log for given email address that you think should have received email. If log contains email then check status – Sent or Delivered. If it does not contain the email address at all then email is not sent, and you are supposed to check criteria of flow/workflow/apex.

F). CONTACT SALESFORCE SUPPORT

If you have tried all the above steps and the email alert is still not being sent, consider reaching out to Salesforce support for further assistance.

Please ping us if you want our one of the expert to look into this problem.