Occasionally a reminder email will not get to your customer. This can happen for a number of reasons (from a bad email address to your customer unsubscribing from your messages). Finding the reason is easy, and sometimes there is something we can do to remedy the situation.
FROM THE WEB APP
Step 1: Go to settings > export data
Step 2: Download your 'Email Suppression' report.
Step 3: Locate the email address in question and find the reason provided.
Step 4: Contact firstname.lastname@example.org if you need us to look into this or take additional action (like resubscribing someone to your emails).
FROM THE MOBILE APP
Downloading your data can only be done from the web app at this time.