A scheduled report did not arrive
Open Reports, then Scheduled reports, and read the last line on the card. It tells you when the last email went, that nothing has gone yet, or exactly why the last send failed.
For owners, admins and dispatchers
Open WebReports → Scheduled reports and read the last line on the card. It tells you when the last email went, that nothing has gone yet, or exactly why the last send failed.
Check the card first#
Every schedule shows one of three lines under its recipient list:
| What the card says | What it means |
|---|---|
| "Last sent" with a date and time | The last delivery went out. If nobody got it, the problem is on the mail side. |
| "Not sent yet." | The first occurrence has not come round yet. |
| A red "Last send failed" line | The reason is spelled out on the same line. Work from that. |
A paused schedule also carries a "Paused" chip and a muted card, which is easy to miss on a page of healthy ones.
Prove it end to end with Send now#
Open the card's menu and click "Send now". It sends exactly what the next real delivery would contain, to exactly the same recipients.
If the test arrives and the scheduled one does not, the setup is fine and the cadence or the hour is the thing to look at. If the test does not arrive either, the reason is one of the ones below.
No longer have access to this report#
The failure line reads something like "2 no longer have access to this report".
Recipients are re-checked on every single send. If somebody's roles changed, they stop receiving the report from that moment, quietly, because the alternative is emailing revenue to somebody who is no longer allowed to see it.
Fix it by restoring the role, or by editing the schedule and removing them from the list so the card goes green again. Which reports each role can run is in Who can see which reports.
Turned off email from this school#
The failure line reads "1 turned off email from this school".
That member switched off email in their own notification preferences. Nothing about the schedule will change that: they have to turn email back on themselves.
The schedule is paused#
Look for the "Paused" chip and the muted card. Flip the switch on the card back to active.
Pausing is not deleting, so nothing about the setup was lost while it was off. It simply did not send.
The recipient is not in the list at all#
Open Edit and read the "Send to" list.
Two things put somebody outside it. They may never have been ticked. Or they are not a member of this school, in which case they belong under "Also send outside the school", which is an owner and admin field.
If an outside address is the problem, the failure line names it: "1 outside address is blocked because whoever set this up no longer has access". An outside recipient only keeps receiving the report while the person who created the schedule still has access to it.
If every recipient has dropped off, the card reads "This schedule has no recipients left."
The email arrived but covers the wrong dates#
It is almost certainly right, and the expectation is what is off.
A schedule ignores the saved view's dates and uses the cadence's window: daily covers yesterday, weekly the seven days ending yesterday, monthly the whole previous calendar month.
If you genuinely want a fixed window emailed, export the CSV by hand instead. See Export a report to CSV.
A slot was missed entirely#
Two rules govern recovery, and both exist to stop a bad morning turning into a mailbox full of duplicates.
- A failed send does not retry until the next occurrence. The failure is recorded against that occurrence, so a fault at 07:00 does not produce a dozen retries or a dozen duplicate emails.
- A report is never delivered more than 12 hours late. After an outage, a 7am report recovered at 8am still arrives. The same report recovered at 11pm is skipped, rather than landing attached to the wrong day.
So a single missing morning with a healthy card the next day is the system working as intended. Use "Send now" if you want that day's figures anyway.
The schedule vanished#
Two ways a schedule disappears from your view.
It was deleted with "Stop sending", which is permanent and has to be set up again.
Or your own roles changed. The Scheduled reports list only shows schedules whose underlying report you can run, so a schedule you can no longer read is not listed at all. An admin can still see it.
An outside address stopped receiving it#
Check who set the schedule up. The card says "Set up by" and their name on schedules you cannot manage.
Outside addresses keep receiving a report only while that person still has access to it. If they left the school or lost the role, the outside deliveries stop even though the internal ones keep going. An owner or admin should recreate the schedule under their own name.
Still nothing#
Check the recipient's spam folder and any mail filters on their side, then compare against another schedule at the same school. If one schedule delivers and another does not, the difference is in the card. If none of them deliver, contact us with the school name and the schedule's name.
Still stuck on this?
Email support@aerscheduler.com and tell us what you were trying to do. We answer.