Customer or contact not receiving monthly statements

Step 1 — Check funding access and statement format

For a contact to receive statements by email, both must be true:

• Funding access must be enabled on their link to the customer
• Statement format must be set to Email

Check both on the customer's profile → Contacts section.

Step 2 — Check the recipient has an email

If the customer is set to receive their own statements, check their email is on file. Missing email = no statement.

Same for contacts — check the email on their contact record.

Step 3 — Confirm the support plan is active

Statements are generated from support plan activity. If there's no active plan for the period, there's no statement to generate.

On the customer's profile, check the support plan dates cover the period being requested.

Step 4 — Check for a blocked email address

A red Errors alert on the profile indicates a blocked email. See Blocked email address for how to diagnose and resolve.

Step 5 — Ask them to check spam / junk

Statements come from your account sender address. May end up in spam, especially first time. Ask the recipient to check their spam, junk, or promotions folder and mark your sender as safe.