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Troubleshooting VIP Notifications

Resolving the most common VIP Notification errors and questions.

1. Scheduling

My schedule won't save: "These required dates aren't scheduled for the majority of your participants"

You may see this message at the bottom of the Schedule window, with the Save button greyed out:

These required dates aren't scheduled for the majority of your participants: 12/03/2026. Add them to All Groups, or to groups that make up more than 50% of participants.

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Why: Your organization has marked some send days as required in Growth Reports, for example 30, 15, 7, and 1 day before the event. Each required date has to reach most of your participants. The message lists the required dates that are missing or only scheduled for small groups.

Fix:

  1. Add each date listed in the message, either under All Groups, or to groups that together make up more than 50% of your participants.
  2. Click Save.

Dates that aren't required can be added, moved, or deleted freely, and you can always send more than the required dates. To change which days are required, ask your organization's Decision Maker (see Setting VIP Notification Requirements).

Emails went out that I didn't schedule

New events get a default schedule. See Understanding Your VIP Notification Schedule.

I want some emails to go to every group

In Manage Emails > Schedule, select All Groups on the left, add the dates, and click Save. Dates under All Groups send to every group whose toggle is on.

2. Sending

Send Now is greyed out for a group

The group's VIPShare Emails toggle is off, or the group doesn't have a post graphic yet. Fix whichever applies.

I think my emails didn't go out

See How to Check if Your VIP Notifications Were Sent.

Can I recall or cancel an email that was already sent?

No. Sent emails can't be recalled. To prevent future sends, update the schedule or turn off the group's toggle.

3. Recipients

People who haven't registered are receiving emails

This usually comes from API group mapping. For example, in Cvent, "No Registration Type" can be mapped to an attendee group, which pulls in invitees.

  1. Review your integration's group mapping and set any non-registered types to not mapped.
  2. Contact InGo Support to remove people who were already synced.

Someone received duplicate emails

  • Different email addresses: InGo identifies participants by email, so "name+test@company.com" and "name@company.com" are two participants. Remove test registrations before sends go out.
  • Two events: a person registered for two events with the same schedule receives an email for each event.

I need to stop emails to specific people

Move them to a suppression group. See How to Remove Participants.

Someone unsubscribed by mistake

Contact InGo Support. Participants can't be re-subscribed from Admin.

4. Test Emails

My test email didn't arrive

  • Check spam, junk, and promotions folders for the sender (info@ingo.me or your custom address) and the subject line.
  • If you've unsubscribed from InGo emails in the past, tests to that address won't arrive. Try another address.
  • Wait a few minutes between repeated tests to the same address.
  • Your company's email security may hold external emails. Ask your IT team to check quarantine.

My name, photo, or company logo isn't in the test email

This is expected. Test emails always show placeholders, such as "Your Name", "Your Company", and "Your Photo", instead of real details. Real participants see their own name, photo, and company.

5. How the Email Looks

Button text is cut off

Long button text can be cut off in some inboxes, for example "Share with my net...". Keep Button Text short, such as "Get Started" or "Share Now". A fix is in progress.

A participant's photo or logo is wrong

  • Make sure headshot and logo URLs are public links. Google Drive and other links that require a login won't display.
  • Re-upload the participant with the corrected URL (see How to Upload Participants).
  • If your event syncs from a registration platform, update name, title, and company there.

The Leaderboard appeared even though I turned it off

Contact InGo Support with your event and group name so we can investigate.

6. Replies and Compliance

Where do replies go?

Replies go to the sending address: info@ingo.me by default, or your custom address if you have one. If participants need to reach your team, include a contact email in the Body of the email.

Can I add our legal and privacy details to the footer?

Yes. See Updating Sending Details and Your Sender Domain.

Still stuck? Contact support@ingo.me with your event name, the group, and a screenshot.