Why some tenants say they are not receiving their renewal notices

When sending renewal notices in Plexflow, it can happen that a tenant mentions not having received their notice. In the great majority of situations, the notice has nevertheless been generated and sent. Most often, it is a detail related to the tenant’s contact information, to email filters, or to the way they use their inbox that causes the message to go unnoticed.

It is important to specify that all emails sent from Plexflow are certified emails. Each message benefits from enhanced technical traceability as well as a proof of sending kept by a trusted third party.

What is a certified email

A certified email is a message sent by a specialized platform that adds evidentiary value around the email, a little like the digital equivalent of a registered letter.

Concretely, a certified email lets you

• prove who sent the message
• prove the date and time of sending
• guarantee that the content has not been changed after sending
• obtain proof of delivery to the recipient
• In the specific case of renewal notices sent with Plexflow, it is also possible to see whether the person clicked the email, which adds additional information to document the follow-up.

The service acts as a trusted third party and keeps a time-stamped record of the message. It can also generate a certificate or a report that can be used as a piece of evidence in the event of a dispute.

The limits of certified emails

A certified email strengthens the proof of sending, but it still has certain blind spots to keep in mind, for example

• An incorrect or no longer used email address, so the message is never seen
• An email blocked, classified as junk, or placed in a secondary inbox tab
• An address shared among several people, where only one person reads the message without passing it on to the others

The tenant says they did not receive their notice: what should you check?

Step 1 – Check the proof of sending in the unit record

1. Open the unit record, then go to the Emails tab.
2. Find the line corresponding to the renewal notice (address, category, subject, date and time).
3. Check whether there is an error message or a warning. For example, as in the image above, a yellow triangle may display:

“The email could not be sent, please check the email address!”.

4. If such a message appears, correct the tenant’s email address, then resend the renewal notice.

Step 2 – Check the tenant’s inbox and junk email

If the email was indeed sent, ask the tenant to check their junk mail, spam folders, and other email tabs, then to run a search with the word Plexflow in their inbox.

Specify that these checks should be done quickly, because most providers automatically delete emails from the junk folder after about 30 days.

Step 3 – Check the tenant’s email settings and blocks

If the email address is correct and the message remains unfound, the problem may come from the tenant’s mailbox. At this stage, the possible causes are varied, for example:

• very high security settings in their email
• the Plexflow sending domain or address being on an anti-spam list
• the tenant unsubscribed from certain sending groups used by Plexflow’s email provider
• automatic blocking of certain links or attachments
• an inbox that is full or almost full

Next steps if the problem persists?

If, after your checks, the tenant still says they have not received their renewal notice, it is recommended to secure the situation with a recognized means of transmission. Depending on the context, this can be sending by registered mail, hand delivery against a signature, or any other means accepted by the regulations in force.

It is also possible to send (or resend) the notice by email, but in that case it is important to ask for an acknowledgement of receipt, ideally a written reply from the tenant confirming that they have received and taken note of the notice. This confirmation can then be kept in Plexflow.

Recommendations to limit problems related to certified emails

Even though Plexflow sends certified emails with a proof of sending and enhanced traceability, certain “blind spots” remain: errors in the email address, overly aggressive spam filters, full inboxes, unintentional unsubscriptions, and so on. These situations can create tension, especially when renewal notices are involved.

A simple and inexpensive good practice is to combine the certified email with an informational SMS. Legally, the renewal notice must be transmitted by a recognized means (mail, hand delivery, email, etc.), and the SMS does not replace it. However, it is strongly recommended to use an SMS to inform the tenant that a notice has been sent to them by email, to invite them to check their inbox (including junk mail), and to contact you if they cannot find it.

Adding an SMS has several concrete advantages:

• Reduce the risk that the notice goes unnoticed: the tenant receives a direct notification on their phone, often more visible than an email buried in the inbox.
• Allow the tenant to react quickly: if the person finds that they have received nothing, they can let you know while there is still time to correct the contact details or resend the notice.

In summary, the certified email provides the proof and the content, while the SMS plays the role of a low-cost proactive reminder to limit reception problems.

Updated on: 13/11/2026