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Are your customers seeing a “We could not deliver email to email@example.com. Click here to update your email address” message? This guide walks through how to help customers update their email address and explains the behavior causing the error.

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What does this message look like?

If your customers encounter this issue they will see a red alert at the top of their library page: Email delivery error message This message will display on the customer’s Library page if there are any issues sending emails to their email address.

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What can cause this message to display?

Possible reasons this message may display:
  • Invalid email address
  • Incorrect email address
  • Temporary sending issues
The alert serves as a reminder for the customer to update their email address. It is important to note that this does not prevent them from receiving further emails from your site on Kajabi. Additionally, emails that are successfully sent to the customer will clear this error message from their library page.

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Fix a customer’s email address

Although this message can display if there is an issue with the validation of a customer’s email address, this may be a temporary issue. Follow the steps listed below to troubleshoot the customer’s email error.

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Send another email to the email address

First, attempt to send another email to the email address receiving the message. If the email successfully sends to the customer it will resolve the error message displayed in their library. To send an email to a specific email address:
  1. Open the Marketing tab from your Dashboard.
  2. Select Email Campaigns.
  3. Click + New Email Campaign on the Email Campaigns dashboard.
  4. Select Create Email Broadcast.
  5. In Step 1 of creating an Email Broadcast select the All Contacts dropdown.
  6. Select Custom Segment.
  7. In the Add Filter dropdown menu, select Email contains.
  8. Then, enter the email address of the customer you wish to send your email to.
  9. Click Save & Continue and complete your email broadcast to send to your customer:

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Change the email address

If the indicator persists, your customer can temporarily change their email address to clear the message. This can be done in the customer’s account settings. After the email has been temporarily replaced, your customer can re-enter their original email address. To change a customer’s email address from the Contacts tab:
  1. Open the Contacts tab from your Dashboard.
  2. Select the name or email address of the customer you wish to update.
  3. Click Edit Contact.
  4. Place your cursor in the Email field and enter the temporary email address to replace the customer’s existing email address.
  5. Click Save to apply:
To revert the change, simply re-add the customer’s original email address through the same methods listed above.
Note: If your customer prefers to change their email address themselves, learn how customers can update their account information.