Quick answer
First check the message history in PropertyMe to confirm it actually sent. If it did, the problem is at the receiving end — check the contact's email address or mobile number is correct, ask the recipient to look in junk/spam and safelist your address, and for SMS make sure you have credit (messages sent while out of credit won't resend automatically after you top up).
WHY IT HAPPENS
"Not sending" and "not received" are different problems.
It's worth separating the two. If PropertyMe never sent the message, the cause is usually a missing contact detail or, for SMS, no credit. If PropertyMe did send it but the person never saw it, the message is almost certainly being filtered into their junk folder, going to an old address, or being rejected because of email authentication on your agency's sending domain. The steps below check both ends so you can tell which is happening.
THE FIX
Work through these in order.
- Confirm the message actually sentOpen the message or communication history in PropertyMe and check the delivery log for that contact. If it shows as sent, the issue is on the receiving side; if it never sent, the problem is a setting or a missing detail below.
- Check the contact's email and mobile detailsOpen the owner or tenant record and verify the email address and mobile number are correct and free of typos. A single wrong character, an old address, or a landline entered where a mobile should be will silently stop delivery.
- Ask the recipient to check junk and safelist youSpam filters at the recipient's end (Gmail, Outlook, Bigpond and others) often catch automated agency emails. Ask them to look in their junk/spam folder, mark the message as "not junk", and add your sending address to their safe senders so future emails come straight through.
- Check your SMS creditSMS won't send if your account balance is empty. Top up your SMS credit — and remember that any messages you tried to send while out of credit will not go automatically once you top up, so you'll need to resend those.
- Verify the mobile number formatSMS needs a valid, correctly formatted Australian mobile number. Numbers with extra spaces, missing digits or an incorrect country prefix will fail to deliver — clean these up on the contact.
- Review email authentication on your domainIf a whole run of emails is bouncing or vanishing, the cause is often email authentication (SPF, DKIM and DMARC records) on your agency's sending domain not being set up correctly. This is a behind-the-scenes DNS configuration best checked by your IT provider.
- Check the delivery logs and resendUse PropertyMe's message history to see the status of each recipient, fix any that failed, and resend. If a specific provider is bouncing everything, that points to a domain or authentication issue rather than a one-off.
If lots of emails are going missing at once — especially to a particular provider — the likely cause is your agency's email authentication or sending reputation, not PropertyMe. Getting SPF, DKIM and DMARC configured correctly is a DNS job that dramatically improves whether your owner and tenant emails land in the inbox. That's the point to bring in your IT provider.
