If you're set up but your customers don't seem to be getting reminder emails, work through this checklist — most causes fall into one of these buckets.
✅ 1. Check that reminders are enabled
In the Easy Reorder app, go to Settings → Emails and confirm:
The email sequence you expect to send is set to Active (not Draft)
The shop-level reminder system is turned on (not in a kill-switch state)
If a sequence is in Draft, it won't send to real customers — only test emails go out.
📦 2. Check the product configuration
Go to the Products page and find the product you expect to be reminded about:
Is the product's reminder toggle On?
Does the product have a reminder day count set (e.g., 30 days)?
Has enough time passed since the customer's original order?
If the reminder day is 30 days and the customer just ordered yesterday, the email won't go for another 29 days.
👤 3. Check the customer
Open the customer's profile in Shopify Admin:
Do they have any tags listed in your Excluded customer tags setting? If yes, they're intentionally excluded.
Did they unsubscribe at some point? Unsubscribed customers don't receive emails.
Was their original order a subscription order? Subscription orders are automatically skipped — your subscription app handles those reminders.
📧 4. Check the email activity log
In Easy Reorder, go to Settings → Emails → Activity. This shows every email that was sent (or skipped), with the reason.
Filter by the customer's email or order number and you'll usually see exactly what happened — sent, delivered, failed, skipped, bounced, or not yet due.
📨 5. Check spam and promotions
Sometimes emails are sent and delivered, but they land in the customer's spam folder or Gmail Promotions tab. Ask the customer to:
Check spam / junk
Check promotions tab (Gmail)
Add your sender address to their contacts so future emails go to the inbox
If many customers report spam issues, see the "Emails Going to Spam" article — it usually means you need to set up your custom sending domain.
🔄 6. Recently changed something?
If reminders worked before and recently stopped:
Did you change the excluded tags?
Did you switch a sequence from Active to Draft?
Did your custom sending domain stop verifying?
Did Shopify push an update that affected webhooks? (Rare, but it happens — reinstall the app to refresh permissions if so.)
💡 Pro Tip: send a manual test
If you can't figure out what's wrong, send yourself a test email from the editor. If the test arrives but real reminders don't, the issue is with your product/customer configuration. If the test doesn't arrive either, the issue is with email delivery — check your sending domain.
🆘 Still stuck?
Reach out and include:
The customer's email address
The product they should have been reminded about
The expected send date
A screenshot of your email activity log
We can usually find the issue within minutes.