This article outlines common scenarios that can affect newsletters and the steps to resolve them. It’s designed to help you quickly identify what’s happening, understand why it occurs, and take the right steps to get newsletters working as expected.
Troubleshooting Common Newsletter Issues in Procare Online
Delivery Issues
Why didn’t a family receive the newsletter via email?
If a family reports that they didn’t receive a newsletter, the issue is often related to email delivery or filtering. We recommend asking families to:
Check their spam or junk folder
Search their inbox for the sender’s name or subject line
Verify that their email address is correct and active
Ensure that their mailbox isn’t full
These steps typically resolve most issues with newsletter delivery.
Resolving Formatting and Layout Issues
Why are attachments covering the message when families view newsletters in Apple Mail?
Some families may notice that when they receive newsletters with attachments, the attachment displays over the body of the email. Although the attachment can be opened and viewed, it cannot be minimized or collapsed, making it difficult to read the actual message.
This layout issue is caused by Apple Mail’s native formatting. Apple Mail displays certain attachment types inline instead of showing them as icons or links. This behavior is specific to Apple (iOS) devices and isn’t tied to the Newsletter feature.
To avoid this formatting, we recommend viewing newsletters in a web browser or using an email app other than Apple Mail.
Why does my newsletter look misaligned or distorted?
If your newsletter looks misaligned, stretched, or poorly formatted, try the following:
Clear your browser cache and cookies
This is helpful if images or text appear distorted after editing.
For example, in Microsoft Edge, go to History > Clear Browsing Data and select Cookies and other site data and Cached images and files.
Check your browser zoom settings
Ensure zoom is set to 100 percent or “Default.”
Review your uploaded assets
Large images, especially header images, may appear stretched during editing but should display correctly once sent. We recommend sending a test newsletter to a staff member to review, if you want to see how parents will receive it.
Newsletter Access
Can parents view past newsletters in the Procare App?
Newsletters are sent via email only
Newsletters are not directly accessible from within the Procare mobile app
Parents should check their email inbox for previous newsletters
Why are links or images not working in my newsletter?
If you notice links that don’t work or images that fail to load:
Avoid copying older newsletters to build new ones. This can bring over outdated or broken elements
Create a new newsletter if the issue continues
If the links or photos come from a shared Newsletter Template and are unavailable, contact your corporate team for updated files