If an Optune email is missing, first identify whether you are waiting for a notification or a specific invitation. Check the recipient address, your mailbox and, for notifications, your personal channel settings. If emails suddenly stop even though those checks are correct, Optune Support may need to investigate a delivery restriction.
This guide is for artists and artist team members. Your personal preferences do not change what other members receive.
Identify the missing email
Write down what you expected to receive, which artist group it concerns and approximately when the action happened. For example:
A notification about a changed booking.
A notification about a new public booking request.
An email about a task assigned to you.
An invitation to join an artist team or collaborate on a booking.
These are different events. Receiving one type of Optune email does not prove that every event is enabled or that an invitation was addressed to the same email address.
Check the recipient address and mailbox
In Optune, open My Account > Details and check the email address associated with your login.
For an invitation, ask the person who invited you to confirm the exact recipient address they used. Check for spelling mistakes and whether they used a different work or personal address.
Look in spam, junk, quarantine, deleted items and other inbox categories. Search your mailbox for Optune and the relevant artist or booking name.
Check mail rules, forwarding and blocked-sender settings. If you use a company mailbox, your mail administrator may need to check quarantine or delivery filtering.
A contact email stored on a booking is not automatically the same thing as your account login address. Check the address relevant to the missing message rather than changing an unrelated contact record.
Do not share your password or a personal invitation link in a public message or screenshot.
Check both notification settings levels
For booking, request, task and similar notifications:
Open My Account > Settings.
Under Global notification settings, check that E-mail is enabled.
Under Settings per group, expand the artist group concerned.
Find the exact event and check its E-mail switch.
If you change a setting, select Update.
For the complete settings guide, see Manage email and in-app notifications.
Both the global email channel and that group's event email switch must be on. A global email switch set to off overrides all group email preferences. An in-app switch controls in-app notifications separately; it does not enable email.
Examples of settings to check:
Missing notification | Event to check |
A public booking request | Public requests > New booking request added. |
A new booking created internally | Internal booking notifications > New booking added. |
An existing booking was edited | Internal booking notifications > Booking changed. |
A task was assigned to you | Other notifications > Todo assigned. |
An assigned task changed | Other notifications > Todo changed. |
Also check that you are reviewing the correct group. Your preferences for another artist group may be different. Enabling notifications does not grant permission to view a booking or other information.
Check an invitation separately
Ask the inviter to confirm that they completed the invitation action and used the intended email address. A missing email does not by itself show whether an invitation exists, was accepted, or reached the recipient.
If the personal message field is empty after an invitation was sent, that alone does not prove that the message was lost. Check the actual invitation and recipient email before assuming a delivery failure.
When the invitation arrives, follow the invitation intended for your account. If you are already signed in under a different email address, do not assume that the invitation will be accepted for the intended account. Confirm the account you are using before proceeding. Contact Support if the link cannot be opened or the invitation does not match the expected artist team.
Repeatedly creating invitations or changing team roles is not a reliable way to diagnose an email delivery problem. First confirm the address, mailbox and existing invitation.
Emails used to arrive but have suddenly stopped
Recheck the global email setting, the relevant group event setting and your mailbox filtering. If they are correct, contact Optune Support and say that messages previously arrived but have stopped.
A delivery restriction or suppression may need to be investigated by Support. Switching notification settings on and off is not proof that such a restriction has been removed. An enabled switch also does not guarantee inbox delivery.
Do not change another user's role, booking access or sharing permissions to fix your personal email preferences.
What should I send to Support?
Use Ask for help in Optune and include:
The affected recipient email address and artist group.
The message type and approximate date and time, including your time zone.
Whether this affects one event, all notifications, or invitations only.
Whether similar emails arrived previously, and when they stopped.
The checks you already completed, including both notification settings levels and spam or quarantine.
A relevant booking or invitation reference, shared privately with Support if needed.
If you attach screenshots, show only the relevant settings or error. Remove unrelated customer information, passwords, private invitation links and other confidential details. Never post those details in a public FAQ or public discussion.