Following delivery and fixing failed emails

How to follow a medal run after release, see which emails failed and why, try them again, and pause delivery if something is wrong.

After you release medals, the run's progress page shows how far it has got: medals made, signed and published, emails delivered and medals kept. It also lists any emails that didn't arrive, so you can see who missed out and what to do about it.

Find a run

Issuance in the main menu lists every run that made and sent medals, newest first. Each shows who released it and when, how many medals, the share delivered and its status.
On an event's page, press Watch delivery or View issuance next to the race.
Your Overview page flags runs that need you, such as "12 medal emails didn't arrive", with a See who button.

Read the progress page

The status at the top is one of Releasing, Delivering, Complete, Failed or Cancelled. Below it are four bars:

Bar	What it counts
Made	Medals made for this run.
Signed and published	Medals with their public page and verification link.
Delivered by email	Emails sent, out of the medals that have an email address. The line underneath says how many have no address.
Kept by the finisher	Finishers who signed in with their code to keep their medal.

If you chose 7am tomorrow, the delivery bar stays low until the morning. That's expected.

Fix failed emails

Failed emails are listed under a heading such as 3 emails failed, with each person's name, bib and the reason:

Reason	What it means	What you can do
Address isn't valid	The email couldn't be sent to that address, often a typo.	Press Retry to try once more.
Address doesn't exist	The email bounced.	Retrying won't help: the address needs correcting.
Marked as spam	The person reported the email as spam.	Nothing. We won't email them again, and their medal is still on its public page.

Open the run's progress page and scroll to the failures.
Where a Retry button shows, press it. The row changes to Queued to send again.
For a bounced address, check the address in your entry list.

There isn't a screen to change one person's email address yet. If someone's address needs correcting, contact us at support@breaktape.com with the race and their bib number, and we'll help.

Pause delivery

If you spot a problem while emails are going out, pause the run.

On the progress page, under Something wrong?, press Pause delivery.
Confirm with Pause delivery, or press Keep sending to carry on.

Pausing stops any more medals being signed or sent straight away. Medals already delivered stay as they are, every medal page keeps working, and emails already sent can't be recalled.

Restarting a paused run is done by Breaktape for now. Pressing Resume delivery on the page doesn't restart sending yet, so contact support@breaktape.com and we'll restart it for you.

Good to know

Each medal gets one email, ever. Retrying or a hiccup on our side never sends a second copy.
Bounces and spam reports can arrive a while after sending, so a run can gain failures after it shows as complete.
Medals with no email address are still made and published. They're counted under the delivery bar, not as failures.
Only admins and editors can retry emails or pause a run.

Next in Issuing medalsLive races: approving the first medals

Still stuck?

Email support@breaktape.com and tell us which guide you were reading.